Filter
Top Products
Supervisor features
36
As the supervisor of an ACD group, you are responsible for monitoring and
assisting agents’ work. In addition you may work as an agent whenever nec-
essary. You may be responsible for one or more ACD groups.
This part of the guide explains how to:
- interpret agent indicators - display the status of an ACD group - display a
summary of agent activity - observe an agent - call an agent - answer a call
from an agent - respond to an emergency call - use the
F
key - use
the
G
key - access ACD agent functions.
The status of an ACD agent may be checked by looking at the indicator asso-
ciated with the agent’s key. This indicator is automatically updated each time
the agent’s status changes, and will always be in one of four states:
• Off agent position is logged out.
• On agent is active on an ACD call.
Flashing - agent is waiting for an ACD call.
Flashing quickly - the
A
key has been pressed, the agent is
busy with post-call processing.
When you press the
E
key, information is displayed about how many
calls are waiting to be answered and how long the call at the front of the
queue with highest answering priority has been waiting. This allows you to
see whether the ACD group is handling calls effectively or not.
The example below shows the information typically displayed when you
press the
E
key.
Interpreting agent indicators
Displaying the status of an ACD queue