Contact Center Administration

This workshop enables call center supervisors and administrators to manage and configure the call centre and its users, define access classes and data, and view real-time and historical reports through a web browser on their desktop.

Contact Center Scripting

This workshop gives a good understanding of Symposium scripting, the scripting process and how scripts control call routing.

Who should attend?
System administrators

Training program content

Scripting Overview
Applications
Script Manager
Script Editor
Validation
Activating Script
Changing an activated script
Deactivating a script
Script planning
Script writing process
Script formatting conventions
Commands
Intrinsics
Logical Operators
Section names
Variables
Practical directions and exercise

Duration
1 days 09:30 until 17:00

Objectives

Have good understanding of the use of scripts
Gain practical tools to do the basic day-to-day maintenance of your Symposium system
Improve configuration of your Symposium system

Contact Center Reporting

Create user defined reports in Symposium using Historical Reporting providing an understanding of the reporting on Symposium.

Who should attend?
Supervisors and Team leaders within a call centre

Training program content

Reporting architecture on Symposium
Standard Reports
User defined reports
Report formats
Scheduling of reports
Practical directions and exercise

Duration
1 days 09:30 until 17:00

Objectives

Have good understanding of the use of the reporting structure in Symposium
Gain practical tools to create and run Standard Reports within your Symposium system

Contact Center Supervisor

Designed for Call centre supervisors who need understand skill based call flows and interact with Real Time displays and generate Historical call centre reports.

Who should attend?
Supervisors and Team leaders within a call centre

Training program content

Symposium overview
Symposium terminology
Introduction to Symposium Web Client & administration
ACD Telephone sets
Agent to Supervisor assignment
Agent to Skillset Assignment
Real time Displays
Reporting architecture on Symposium
Standard Reports
User defined reports
Report formats
Scheduling of reports
Practical directions and exercise

Duration
2 days 09:30 until 17:00

Objectives

Have good understanding of the use of the call flow within your call centre and reporting structure in Symposium
Gain practical tools to create and run Standard Real Time - and Historical Reports within your Symposium system

Contact Centre Express

Symposium Express is a client/server application that provides sophisticated call routing and management information to call centres. Symposium Express is a skill based call centre whereby agents are applied to a software parameter called a Skillset depending on their knowledge and capabilities to handle the particular call centre call. Symposium Express allows agents to be applied to many skillsets thus enhancing the flexibility of the call centre.

These are the courses available for Symposium Express:
See:

Contact Centre Reporting
Contact Centre Supervisor