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Call Center Supervisor features
Call Center Supervisor features
In addition to the features described in this section, your network administrator
can assign any feature listed in the “Agent features” section to a supervisor's
telephone (except Supervisor).
Agent Keys
Agent Keys allow you to connect, observe, or monitor the status of each Agent
position. Each Agent Key is linked to a particular agent position and can be used
along with the Call Agent or Observe Agent Keys. The following table shows the
meaning of the LCD indicator associated with an Agent Key.
Note: On the Meridian SL-100, instead of a Fast Flashing Indicator, you will
observe a Wink. This indicates that the Agent has entered Not Ready state.
Answer Agent
When your phone rings and the
Answer Agent indicator flashes:
/
Press the Answer Agent Key. Your position
goes into Not Ready state and you are
connected to the agent.
To disconnect an agent call:
/
Press the Goodbye Key.
Answer Emergency
When your phone buzzes and the
Answer Emergency indicator flashes:
/
1. Press the Hold Key if you intend to
return to the call in progress.
Indicator Agent Status
Off No agent logged in at this position.
On Busy on an ACD call.
Slow Flashing Waiting for an ACD call.
Fast Flashing Busy on a non-ACD call.
Ans Agent
Goodbye
Hold