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TOP LOC 1802 MiCC Enterprise Supervisor Training (Enduser)

 

The course is designed for service partners and call center supervisors who need a technical and detailed understanding of the MiCC Enterprise Reporting Manager.

Audience

Call Center Supervisors

Prerequisites

The MiCC Enterprise Supervisor should have some basic understanding of different operating and reporting systems.

Objectives

After attending the course the supervisor will be able to use, configure and manage the MiCC Reporting Manager. 

Methods

The MiCC Enterprise Supervisor training is an instructor-led course providing theortical delivery with hands-on exercises on site.

Content

Content:

 

MiCC Enterpise Supervisor Training

 

Day 1 :

  • MiCC Enterprise Overview
  • Agent Settings and Customerzation
  • Agent Supervisor Settings
  • Understanding Reporting and Routing Basics

Day 2 :

  • Data Collection and Database Overview
  • Statistical Events and Calculations
  • Realtime and Historical Statistics
  • Information Manager Overview

Day 3 :

  • Information Manager Reports and Details
  • Report Manager Overview
  • Report Manager Reports and Details
  • Customized Reporting Options

Duration

3 days

Dates

Dates on request

Certificate

Zertifikat der GRUNDIG AKADEMIE

Language

English