Session Information
User Group
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Advanced Uses of CMS ECH Data and Tools/Techniques
Track
:
800 - Global Services
Program Code:
805
Date:
Monday, April 19, 2010
Time:
4:00 PM to 5:00 PM
EST
Room:
501
PRESENTER
(S):
Joel Weinberger, AVAYA
Roger Krimstock, AVAYA
Juergen Maske, AVAYA
LEARNER OUTCOMES:
ECH (External Call History) is a powerful set of contact segment detail data that can enable managers and supervisor to analyze trends and issues that occur in their call center well beyond the summarized data available in CMS. Avaya Professional Services has consulted with many clients on the techniques and tools needed to to perform complex analysis and reporting.
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