INSTRUCTOR LED TRAINING

885-0016-102

• Contact Center Supervisors
• Operations Managers
• Quality Analysts

At the end of this course, the trainee will be able to:

• Set threshold alerts
• Manage display session views
• Configure and schedule quality monitor sessions
• Send text messages to agent telephones

Centergy Manager for Supervisors is a step-by-step program designed to teach students how to create and use display sessions and reports to view real-time and historical data. Students learn how to set threshold alerts, manage display session views, and configure and schedule quality monitor sessions. Real-world scenarios and labs are used to simulate the day-to-day activities needed to ensure smooth and efficient management of agents in a call center.

Student Will Learn To:

• Define, create, and edit folders and sub-folders to use in display sessions and reports
• Create custom tabular and graphical display sessions to view real-time data
• Run multiple display sessions simultaneously for a comprehensive view of call center activities
• Create customized threshold alerts to trigger a visual alert when operations occur outside threshold parameters
• Create and run reports to track service levels and detailed information on agents and calls
• Send text messages to agent telephones
• Perform quality monitor sessions
• Schedule reports and quality monitor sessions

• Training room equipped with video-projector, white board
• Student manuals, labs, and handouts