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Contents
GETTING STARTED
Introduction..........................................................................................5
Using a Headset ..................................................................................6
Logging In / Out ...................................................................................9
QUEUE STATUS
Queue Status at a Glance..................................................................13
Displaying a Group’s Queue Status ...................................................13
Displaying Reports.............................................................................14
Scrolling Through Reports .................................................................15
About the SHIFT Key.........................................................................16
AGENT STATUS
About Agent Status Keys ...................................................................21
Agent Status at a Glance ...................................................................21
Displaying an Agent’s Status..............................................................21
Displaying Agent Status Reports........................................................22
About the Shift Key ............................................................................23
AGENT MONITORING
About Agent Monitoring......................................................................27
Agent Help.........................................................................................29
REPORTS AND INDICATORS
Queue Status Reports........................................................................33
Agent Status Reports.........................................................................34
Status Indicators ................................................................................34
ADDITIONAL FEATURES
Some Additional Features..................................................................37