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Call Center Supervisor Guide 9
Call Center Supervisor Guide
Monitoring skillsets
Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls waiting in
skillsets. Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can
then ask qualified agents to log on to the busy skillset. This table describes the information in each display.
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can then ask
qualified agents to log on to the busy skillset.
To monitor skillsets
1 Press ≤·‚·.
The skillset display for skillset 1 appears.
Using a memory button to monitor calls waiting in skillsets
Program a memory button with ≤·‚· to view the status of all skillsets, including the skillsets you
are logged on to. If the memory button you choose has an indicator, the indicator shows information for the
calls for the skillset you are logged on to.
• If the indicator is off, all of the calls are within the acceptable wait time.
• If the indicator is flashing slowly, at least one call has exceeded the first alert time.
• If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert time.
The Call Center Administrator sets what the wait times are.
Display Description
Skill 1: Enabled shows the skillset number and the status of the skillset.
The status can be Enabled, Disabled or Uninit (uninitialized).
1: 6 agents shows the skillset number and how many agents are currently logged on to the skillset
1: 10 calls shows the skillset number and the number of calls waiting in the skillset
1: wait 9:45 shows the skillset number and the time of the call waiting longest in the skillset.
On a one line display
telephone press
On a two line display telephone
press
To
⁄ ⁄ or GOTO enter the number of the skillset you want to
monitor
¤ ¤ or SKILL monitor the next enabled skillset
‹ or fl ‹ or fl or NEXT go to the next skillset
› › or PREV go to the previous menu
£ £ go to the next menu
• • cancel the session
® ® exit