Filter
Top Products
Call Center Supervisor Guide 7
Call Center Supervisor Guide
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.
14 If you want to join the call, press JOIN.
You can press MUTE to mute your voice while you monitor.
NOTE: Depending on what system you use, the Join and Mute keys may not appear and the Info key
appears instead.
15 To end the monitoring session press CANCL.
If you want to monitor another agent in the skillset press NEXT until you see the agent you want to
monitor, and then press
OBSV.
You can program a memory button with ≤·‚›. If the memory button you choose has an indicator,
the indicator shows your log on status.
• If the indicator is off, you are logged off.
• If the indicator is on, you are logged on.
If an agent requests help while you are in a monitoring session
While you monitor an agent, the agent can request Supervisor Help if it is available on your system. If an
agent requests help, you are automatically selected to help and assumed to have accepted the request.
When you are done, the Supervisor Help session ends and your original monitoring session resumes where
it left off.