jtel basic statistics training

jtel basic statistics training

For customers with advanced skills

Welcome to the registration for jtel basic statistics training

The course teaches the basics of jtel ACD, standard reports and data analysis. Participants learn to understand processes, prepare reports and create their own statistics. Customer requirements are collected and implemented in group work. The aim is to build up practical reporting skills and enable individual evaluations.

Notes: knowledge of SQL is an advantage. 2 days at jtel, 16 working hours / max. 3 persons).

Prerequisite: Own laptop. Understanding of SQL syntax. jtel system license 106016 jtel-ACD database access per customer system.

Registration

Register using the form below. Our sales department will process your registration and contact you.

Information jtel basic statistics training

Details

jtel basic statistics training – at jtel on site

Date

Wednesday, October 8, 2025 (2:00 p.m.), until Thursday, October 9 (1:00 p.m.)

Location

Ottobrunn near Munich The View office complex building 25

Goal

Expansion of technical expertise for customers. The aim is to build up practical reporting expertise and enable individual evaluations.

Agenda jtel basic statistics training

Day 1 – Basic statistics training 09.00 – 16.30

• Simulate ACD calls with various scenarios with a focus on ACD group evaluations.
• Showing the supervisor and agent views
  Access to the database structure
• Tables that are filled by these standard processes
• Columns required for some standard key figures
• Comparison of key figures with standard key figures according to jtel Wiki
• Opt. preparation of reports in the BI tool
• Opt. creation of a graphical structure

Day 2: 9:00 am – 4:30 pm

• Simulate further ACD calls, scenarios such that service numbers enter the same groups, that overflows take place, that a search circle extension is used, that agents do not answer calls
• Scenarios such as forwarding by agents to other groups
  Delve deeper into the database structure (service numbers, groups, agents, etc.)
• Derivation of some key figures

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