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182 Chapter 14 Monitoring Call Center call activity
P0605665 03
Logging on and monitoring agent calls
You must be logged on to monitor and answer calls. You cannot log on if the maximum number of
agents is logged on, if you are logged on to another telephone, or if someone else is logged on to
your telephone. You can log on only to skillsets that you are assigned to.
1 Press ≤·‚›.
2 Enter your Agent ID number and press OK or £.
3 Enter your password and press OK or £.
The default password you enter to log on for the first time, or if your password is reset, is
0000. If you enter the default password, you must change your password. Enter a new
password from four to eight digits long and press
OK. Enter your new password again and press
OK.
4 Press IN to log on to one or more skillsets that you want to monitor. You can monitor only the
agents who are logged on to the same skillset as you. If
IN does not appear, you are already
logged on to all the skillsets or there are no skillsets available.
5 Press CHNG until the skillset you want to log on to appears on the display. The skillsets that are
available are the skillsets that are assigned to you. If there is only one skillset available to log
on to that you are assigned to, you are automatically logged on to that skillset.
6 Press OK. The display briefly confirms the skillsets that you are logged on to.
7 Press ®.
You are now logged on and can accept calls like a Call Center agent.
8 To begin monitoring agent calls press the memory button programmed with ≤·‚fi.
After you press ≤·‚fi Call Center does not route calls to you.
9 Press OK to accept the skillset shown or press NEXT or PREV to find the skillset you want to
monitor.
10 Enter the Agent ID of the agent you want to monitor and press OK.
Invalid Agent appears if the agent is not assigned to you.
You can press DIR to find the Agent ID in the Agent directory. You can monitor any agent
logged into a skillset assigned to you.
11 Press INFO to display the Agent ID number, agent name, call state and the time in minutes and
seconds that the call has been in this state. Call states include Idle, Not Ready, and Break
(Incall, Outcall, Browse, AnsDN, Ringin).
12 Press INFO a second time to display the Agent ID number, agent name, and monitoring options
again.
13 Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button
does not appear. At any time you can press the
CANCL button to exit the monitoring session
without logging off. If the agent has no active call, has a call on hold, or is on a conference
call, you hear silence. You do not begin to monitor the agent until the agent takes a call, takes
the call off hold, or ends the conference call.