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Supervisor features
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Activating Night Service
To activate Night Service, do the following:
1. Click Night.
2. Click the 6 key (N for Night) to go into Night Service.
Transitioning to Night Service
To transition into Night Service, do the following:
1. Click Night.
2. Click the 8 key (T for Transition) to activate Transition mode.
Note: The Night Service indicator flashes. All calls in the queue
remain in the queue and new calls receive night service.
Deactivating Night Service
To deactivate Night Service, do the following:
1. Click Night.
2. Click the 3 key (D for Day) to resume Day mode.
Note: The Night Service indicator flashes, and new calls enter the
queue.
Using Observe
Use the Observe feature to monitor an agent in a call.
Note: This feature creates a three-party conference with the
Supervisor, Agent and Customer.
To activate the Observe feature, do the following:
1. Click Observe.
2. Do one of the following:
— Click a selected Agent key.
— Dial the agent’s Position ID.
— To talk to the agent you are monitoring, click Call Agent.