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160 Chapter 11 Monitoring call activity
N0025637 01
If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚fl
indicator flashes quickly on the sets of all supervisors who are notified of the escalated request.
Active escalated requests take precedence over missed requests, so the Supervisor Help LCD
indicator does not flash slowly if there are active requests that have not been accepted.
An escalated request goes to supervisors as follows:
Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use
Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a non-Call
Center call. An agent can cancel Supervisor Help at any time before a supervisor answers the
request.
When an agent requests Supervisor Help, Call Center looks for a single suitable supervisor to
handle the request. If no supervisor is available, or the selected supervisor denies or ignores the
request, the request is escalated. You set up supervisor selection to be either system wide or
skillset based. System wide selection looks for all the available supervisors. Skillset based
selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to.
No supervisors are available the request escalates to all potential supervisors. If escalation is system
wide, a potential supervisor is any logged on supervisor. If escalation is
skillset based, a potential supervisor is one who is logged onto the
requesting agent’s skillsets.
The request is denied by the
selected supervisor
the request escalates to all potential supervisors except for the selected
supervisor, unless the selected supervisor is the only potential
supervisor.
The request is ignored the request escalates to all potential supervisors.