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ACD AGENT/SUPERVISOR GUIDE FOR THE
MIVOICE 5224/5324 IP PHONES
ACD Supervisor Features and Capabilities
What is the Supervisory Position?
An Automatic Call Distribution (ACD) Supervisor supervises one or more Agent Groups. The
system administrator programs a supervisor’s telephone or hot desk user profile with additional
features and keys that allow the supervisor to monitor ACD group activities. Supervisors do not
have to log in at their phone in order to monitor ACD group activities.
Several management and reporting statistics and information can be produced by the MiVoice
Business system, but are beyond the scope of this guide. Supervisors should consult with the
System Administrator concerning the availability of other management tools.
The following Supervisor functionality is described in this section:
Queue Threshold Alert / Queue Status
Silent Agent and Group Monitoring
Conferencing (ACD Barge)
Whisper Coach
Responding to Help
System Reporting Capabilities
Queue Threshold Alert / Queue Status
Supervisors may need to be alerted when any of two or more Agent Groups have exceeded
programmed limits. For this reason, Supervisors may have two or more Specific Group Queue
Status Feature Keys programmed on their set, each dedicated to a different Group's activities.
Their operation and the alerts associated with them are the same as Generic Group Queue
Status Feature Keys, which are detailed in "Queue Threshold Alert" and "Queue Status" in the
Agent Features and Capabilities section of this guide.
Silent Agent and Group Monitoring
Silent monitoring allows you to listen to conversations between Agents and ACD callers, or
between Agents and ACD callers in conference with a third party, in one or more Agent Groups.
Benefits of Silent Monitoring
Silent monitoring can be done either with or without an Agent’s knowledge, depending on how
this feature was set up by your System Administrator. If Agent notification has been programmed,
the Agent you are monitoring may receive an indication on their telephone display at the start of
the monitoring period and only while the agent is in talk state with the caller. Agents can be
monitored by up to six Supervisors at a time. When you are monitoring an Agent, neither the
Agent nor the ACD caller can hear you. During Agent monitoring, you can join into the
conversation by initiating a ”Conference“ as described later in this guide. You can also switch
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