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Atos Unify OpenScape Contact Center Reporting (OCCENRESCS)

Brief Description

The participant is able to perform the reporting configuration in Atos Unify OpenScape Contact Center, to work with performance routing and to understand the report types in Atos Unify OpenScape Contact Center: Real-time, cumulative, activity, and historical reports, especially to configure and run Atos Unify OpenScape Contact Center reports, including sending historical reports via e-mail. The course deals with the influence of different time-zones on Atos Unify OpenScape Contact Center reports, with data retention periods and with user and contact states. Moreover we discuss intensivly to evaluate the peg-count in Atos Unify OpenScape Contact Center reports, how to reproduce the calculation of performance statistics in Atos Unify OpenScape Contact Center reports and how to understand the time statistics in Atos Unify OpenScape Contact Center reports. Additionally, the course explains the basic structure of the Atos Unify OpenScape Contact Center database, how to establish an ODBC connection with the Contact Center database and how to interpret the data shown in Atos Unify OpenScape Contact Center reports.

Dates and Details

Date Location Price Guarant. Event Lang. Seats avail. Cart
Oct 26, 2021 - Oct 29, 2021 DEU  München 
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€ 2,480.00
LCP 50
Event is not guaranteed
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Description

  • Reporting configuration in Atos Unify OpenScape Contact Center
  • Performance routing
  • Report types in Atos Unify OpenScape Contact Center: Real-time, cumulative, activity, and historical reports
  • Configuring and running Atos Unify OpenScape Contact Center reports, including sending historical reports via e-mail
  • Multiple time-zones in Atos Unify OpenScape Contact Center
  • Data retention periods
  • User and contact states
  • Peg-count in Atos Unify OpenScape Contact Center reports
  • Performance statistics in Atos Unify OpenScape Contact Center reports
  • Time statistics in Atos Unify OpenScape Contact Center reports
  • Basic structure of the Atos Unify OpenScape Contact Center database
  • Establishing an ODBC connection with the Atos Unify Contact Center database
  • Interpreting the data shown in Atos Unify OpenScape Contact Center reports

Objectives

  • The participant is able to:
  • perform the reporting configuration in Atos Unify OpenScape Contact Center
  • work with performance routing
  • understand the report types in Atos Unify OpenScape Contact Center: Real-time, cumulative, activity, and historical reports
  • configure and run Atos Unify OpenScape Contact Center reports, including sending historical reports via e-mail
  • understand the influence of different time-zones on Atos Unify OpenScape Contact Center reports
  • understand and configure data retention periods
  • understand user and contact states
  • evaluate the peg-count in Atos Unify OpenScape Contact Center reports
  • reproduce the calculation of performance statistics in Atos Unify OpenScape Contact Center reports
  • understand the time statistics in Atos Unify OpenScape Contact Center reports
  • understand the basic structure of the Atos Unify OpenScape Contact Center database
  • establish an ODBC connection with the Atos Unify Contact Center database
  • interpret the data shown in Atos Unify OpenScape Contact Center reports

Prerequisites

  • Expert knowledge of Atos Unify OpenScape Contact Center on a configuration an administration level (i.e. no installation knowledge is needed), e.g. from the courses OCCENBASCS and OCCENAVSCS or adequate knowledge from a consulting or administration training.

Service

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Target Group

  • Application specialists
  • Consultants
  • Customers

Duration

  • 4.00 days

Curricula

This course is related to the following curricula:




 

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Certification Program

 

Web-based training