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Contents
Getting Started
Introduction..........................................................................................3
Using a Headset ..................................................................................4
Logging In / Out ...................................................................................7
Queue Status
Queue Status at a Glance..................................................................11
Displaying a Group’s Queue Status ...................................................11
Displaying Reports.............................................................................12
Scrolling Through Reports .................................................................13
About the SHIFT Key.........................................................................15
AGENT STATUS
About Agent Status Keys ...................................................................19
Agent Status at a Glance ...................................................................19
Displaying an Agent’s Status..............................................................20
Displaying Agent Status Reports........................................................21
About the Shift Key ............................................................................22
AGENT MONITORING
About Agent Monitoring......................................................................27
Agent Help.........................................................................................29
REPORTS AND INDICATORS
Queue Status Reports........................................................................33
Agent Status Reports.........................................................................34
Status Indicators ................................................................................35
ADDITIONAL FEATURES
Some Additional Features..................................................................39