Avaya Aura Contact Center Administration Course Overview

To ensure a successful learning experience in the Avaya Aura Contact Center Administration course, students should have the following minimum prerequisites:

• Basic understanding of contact center operations and concepts
• Familiarity with telephony and VoIP fundamentals
• Experience with computer networking principles and technology
• Comfortable with using Windows operating systems and general computer usage
• Ability to navigate and comprehend web-based applications

These prerequisites are designed to provide a foundation upon which the course content can build. They are not intended to be barriers but rather to ensure that all participants can fully engage with the course material and achieve the desired learning outcomes.

Target Audience for Avaya Aura Contact Center Administration

1. The Avaya Aura Contact Center Administration course is designed for individuals overseeing Avaya-based contact center operations and analytics.

   
   

2. Target Audience for the Avaya Aura Contact Center Administration Course:

   
   

• Contact Center Administrators
• IT Support Staff specializing in contact center technologies
• Contact Center Managers and Supervisors
• Telecommunication Professionals
• Network Engineers focusing on communication systems
• Customer Experience Managers
• IT Consultants implementing Avaya solutions
• System Integrators for contact center infrastructure
• Technical Support Personnel for Avaya products
• Business Analysts involved in contact center performance
• Contact Center Operations Analysts
• Workforce Management Specialists

Learning Objectives - What you will Learn in this Avaya Aura Contact Center Administration?

Introduction to Learning Outcomes

This Avaya Aura Contact Center Administration course equips learners with comprehensive skills for managing and administering an Avaya Contact Center effectively, encompassing real-time activities to historical reporting.

Learning Objectives and Outcomes

• Contact Center Manager Administration Access:

  • Gain an understanding of the Avaya Contact Center Manager (CCM) interface and navigation.
  • Learn to access and manage the core features of Avaya Aura Contact Center.

• Administering CCMA Resources:

  • Acquire knowledge on managing and allocating resources within the Contact Center Management Administration (CCMA).

• Threshold Classes:

  • Understand how to set and manage threshold classes to monitor contact center performance and service quality.

• Call Presentation Classes:

  • Learn to configure call presentation classes to ensure efficient call routing and prioritization in the contact center.

• Skillsets:

  • Master the creation and management of skillsets for effective skill-based routing and agent specialization.

• Contact Center Management – Agents and Supervisors:

  • Understand agent and supervisor functionalities, including setup, roles, and permissions within the contact center.

• Contact Center Management – View:

  • Learn to customize and utilize the Contact Center Management view for real-time monitoring and adjustments.

• Contact Center Management – Assignments:

  • Acquire skills in assigning contacts, agents, and other resources to meet operational demands.

• Bulk Load Data Configuration:

  • Understand the process of bulk loading data for efficient contact center setup and configuration.

• Access and Partition Management:

  • Learn to manage multi-tenant environments through access control and partition management.

• Real-Time Statistics and Formulas:

  • Gain proficiency in understanding and creating real-time statistics and formulas for dynamic contact center insights.

• Real-Time Reporting:

  • Master the tools and techniques for generating and interpreting real-time reports to make informed decisions.

• Agent Desktop Display:

  • Configure and optimize the agent desktop display for enhanced agent productivity and customer experience.

• Historical Statistics:

  • Learn to collect and analyze historical data for trend analysis and long-term planning.

• Interpreting Reports:

  • Develop skills in reading and interpreting various contact center reports to extract meaningful insights.

• Historical Reporting:

  • Understand the process of generating historical reports and how they can be used to improve contact center operations.

• Understanding All of It Together:

  • Integrate knowledge from all modules to manage a fully functional Avaya Aura Contact Center effectively.