• Type: Classroom
• Length: 5 days
• Cost US: $3,000
• Cost UK: £2,000

Sessions

• July 14 - Dulles, VA
• August 18 - Dulles, VA
• September 8 - Dulles, VA

This course is designed for those personnel responsible for interfacing with the CPS E² system. The course presents an orientation to the hardware and software for inbound, outbound and Collection dialing. It provides an introduction to retrieving data, starting Work Sessions, processing calls, managing Work Sessions, Campaigns, Portfolios, and generation of standard reports and statistics. Details for creating databases and tables, controlling access, and managing data flow will also be covered. This course provides extensive hands-on exercises.

Pre-requisites

Students should have moderate data processing experience, general knowledge of contact center operations, and a working knowledge of Microsoft Windows and PC operation.

 

COURSE OUTLINE

Introduction to CPS Enterprise Edition (1.5 hours)
What is CPS Enterprise Edition
CPS Enterprise Edition Benefits
CPS Enterprise Edition Features
Terminology
Collections Features
Server Responsibilities
Pacing Algorithm
Clients
Minimum Requirement
Application Software
Enterprise Reports Overview
Smart Agent Manager
CPS Enterprise Edition Interfaces
CPS Enterprise Edition Operating Fundamentals
Login Levels
Getting Help
Lesson Review

Agent Functions (1.5 hours)
Agent Features
Agent Login
Agent Logoff
Overview of the Agent Screen
Components of the Agent Screen
Call Types
Call Status
Initial Call Screen
Call Script
In-Between Call Screen
Outbound Agent Tasks
Assigning an Agent to a Team
Making the Agent Available
Assigning an Agent as Smart Agent
Handling Callbacks
Scheduling Callbacks
Callback Types
Hold a Call
Sending Notes
Receiving Notes
Dialing Other Agents or Supervisor
Transferring a Call
Conferencing a Call
Agent ACD Login Control
Disposition Call
Changing Agent Passwords
Exercise: Taking Calls

Monitoring (1 hour)
Monitoring a User
Monitoring an Agent
Remote Monitoring
Monitor Login
Enterprise Manager User Tab
Monitor an Agent from a Super Login
Exercise: Monitoring an Agent

CPS Enterprise Edition Basics (1 hour)
The Supervisor Screen Tool Bar
Enterprise Manager
Components and Tables
User Preferences
Using On-line Help
Read a Note
Send a Note
Wizard Feature
Wizard Buttons
The Big Picture
Exercise: Familiarization with the Functions
What is a Portfolio
What is a Campaign
Components of a Campaign
What is a Team
What is a Work Session

Expert View (1 hour)
Expert View Window
Linking Procedure
Unlinking Rules
New Tables
Show Links and Associations
Exercise: Find and Remove a Table

Teams and Users (1 hour)
Building a Team
Defining Users
User Skill Level Information
Authorization Table
Software Configuration Form
Force Logout Users
Exercise: Creating a Team

Managing an Active Work Session (1.5 hours)
Status of a Session
Changing the Status of a Session
Dialing Parameters Table
Dialing Parameters Table Field Descriptions
Dialing Parameters Hints
Call Zone Activity Map
Exercise: Changing Dialing Parameters
Exercise: Changing Call Zone Active Map
Transition a Campaign
Display Campaign Counts
View Active Users
Exercise: Transition of a Campaign

Campaign Groups (1 hour)
What are Campaign Groups
Adding to an Existing Campaign Group
Defining Campaign Groups
Campaign Group Tips
Exercise: Creating a Campaign Group

Structured Query Language (1.5 hours)
Structured Query Language (SQL)
Using Query Manager
Query Manager SQL File Creation
The SQL Menu
The Query Manager Menu Selections
Where Clause Fields
Save an SQL Statement
Exercise: Creating an SQL Statement

Managing an Inactive Campaign (2.5 hours)
Dial Control Fields
Holding a Campaign Record
Procedure for Placing a Record on Hold
Adding Number to Do Not Call Table
View/Delete Number(s) in Do Not Call Table
Edit Portfolio Result Codes
Edit Campaign Callback Option
Exercise: Editing Action Result Codes
Exercise: Changing Callbacks
Exercise: Placing Records on Hold
Exercise: Do Not Calls
Editing Portfolio Records
Recycle a Portfolio
Restore a Campaign
Exercise: Editing Campaign Records
Exercise: Campaign Counter Recycle and Restoring a Campaign

Enterprise Reports (4 hours)
What Gets Measured Gets Done
Processing Modules
Report Request Processing Flow
Enterprise Portal and Dashboard
Login / Logoff
Dashboard
Selecting a KPI
Show Stats and Keys
Reports
View Reports
Output a Report
Alerts
Create an Alert
Types of Alerts
Filters
Exercise: Bring up a KPI and Report

Define and Link a Portfolio (3.5 hours)
The Big Picture
Steps Used in Creating a Work Session
Portfolio Tables
Defining a Portfolio
Portfolio Information
Action Result Code Table
Statistic Update
Ship-Trace
System Generated Result Codes
Exercise: Creating Action Result Codes
Record Format Table
Field Data Types
Portfolio Record Format (Timers & Counters)
Exercise: Creating a Record Format Table
Import Record Definitions
Multi-Table Associations
Import Record Definitions Areas
Exercise: Create Import Record Definitions
Export Record Definitions
Export Options
Exercise: Creating an Export Control Table
Diligence Export Control Table
Exercise: Import Raw Data
Editing a Portfolio Record Format Table
Exercise: Reinforcing the Creation of a Portfolio

Building a Campaign (6 hours)
Steps to Building a Campaign
Campaign Information
Campaign Type
Online User Data Format Table
Exercise: Creating an Online User Data Format Table
Call Zone Assignment Table
Exercise: Creating a Call Zone Assignment Table
End Call Data List
Exercise: Creating a End Call Data List
Selector Group
Exercise: Creating an SQL File for the Portfolio
Exercise: Creating a Dialing Parameter Table
Strategy Tables
Contact Strategy Table
Contact Strategies Table Icon Descriptions
Play a Message
Exercise: Creating an Contact Strategies Table
Record Strategies Table
Record Strategies Choice of Actions (icon)
Exercise: Creating a Record Strategies Table
Exercise: Creating a Call Zone Activity Map
Callback Control Table
Exercise: Creating a Callback Control Table
Dial Number List Table
Exercise: Changing the Dial Number List
Recycle Strategy
Statistics Group

Create a Work Session (1.5 hours)
Work Session Description
Setting Up a Work Session
Initial Call Screen
Creating an Initial Call Screen
Exercise: Creating an Initial Call Screen
Add Scripts to Campaign
Add Call Script to Campaign
Exercise: Running the Work Session

System Administration (3 hours)
Administrative Overview
CPS Enterprise Edition Administrative Tips
Hardware Overview
Cygwin
Windows Event Log
Monitor Disk Space
Editing or Deleting Portfolio Records
Removing a Completed Work Session
Clean Up Files System
Automated Administration
Overview of Auto Admin
Auto Admin Objects
Rules Implementation
Host Operation
Operations
Auditing Import Data
System Startup
Logout and System Shutdown
System Backup
End of Day Procedure
Diagnostics Menu
Exercise: Remove a Complete Work Session