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Call Center Supervisor Guide 5
Call Center Supervisor Guide
Monitoring call activity
There are two ways that you can monitor call activity at your call center:
• “Silently monitoring agent calls” on page 5
• “Monitoring skillsets” on page 9
You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring:
• Display calls waiting in skillsets ≤·‚·
• Monitor agent calls ≤·‚fi.
NOTE: To use ≤·‚fi, you must program it to a memory button and press the ≤·‚fi
memory button to monitor calls.
For how to program a memory button, refer to “Programming a memory button” on page 11.
Silently monitoring agent calls
When you monitor calls, you are a Silent Monitor: you are not detected by the agent or callers. You
monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the current call is
completed, the monitoring session of the agent continues. You do not have to reestablish the monitoring
session. You must be logged on before you can monitor calls.
You must program a memory button with ≤·‚fi, and then press the ≤·‚fi memory
button to monitor calls. If the memory button you choose has an indicator, the indicator shows your log on
status. You do not have Call Center calls sent to you while you use ≤·‚fi.
Using Silent Monitor with Answer DN
If you have an Answer DN programmed for your main telephone, and you are using Silent Monitor from
your main telephone, the telephone that you have programmed as your Answer DN telephone rings briefly
when:
• you monitor an agent who is not on a call, and the agent answers or places a call
• you start to monitor an agent who is on an active call
• you monitor an agent who puts a call on hold and answers another call or unholds the original call.
Note: Depending on what system your call center uses, Silent Monitor may not be available, but
you can still monitor calls using ≤·‚fi. Ask your Call Center Administrator.
Note: While you monitor an agent’s calls you monitor all of their calls, including their personal
calls. Tell agents that if they make a call that they do not want monitored, they must first log off
as an agent, then log on again when they complete the call.