Avaya Aura Contact Center Administration Course Overview

The Avaya Aura Contact Center Administration course is a comprehensive training program designed for individuals responsible for managing and configuring the Avaya contact center solutions. This course covers various aspects of the Avaya Aura Contact Center Manager Administration (CCMA) and is structured into modules that focus on different components and functionalities.

Module 1 introduces participants to the CCMA Access, allowing them to understand the basic navigation and login procedures. As learners progress through Module 2, they learn about Administering CCMA Resources, which includes managing users and contact center resources effectively.

From Module 3 to Module 16, the course delves into advanced features like Threshold Classes, Call Presentation Classes, and Skillsets, as well as the management of agents and supervisors. It also covers the vital aspects of real-time and historical reporting, teaching learners how to use statistics and interpret reports for decision-making.

By the end of the course, learners will have a thorough understanding of the Avaya Aura Contact Center and will be well-equipped to manage and optimize its performance. The final Module 17 aims to integrate all the learned concepts, providing a holistic view of the system. This course is essential for enhancing the efficiency and effectiveness of contact center operations, ensuring a superior customer experience.