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Call Center Supervisor Guide 5
Call Center Supervisor Guide
Logging off
Log off when you complete your shift or will be away from your telephone for an extended period, log off.
1. From the display that shows your name on the top line, press OUT
. The date and time display appears.
If OUT does not appear, you are not logged on to any skillsets.
Changing your supervisor password
Keep your password confidential. Change your password regularly, about every 30 days.
1 Press ≤·‚›.
2 Enter your Agent ID number and press OK
.
3 Enter your password and press OK
.
The default password you enter to log on for the first time, or if your password is reset, is 0000. If you
use the default password you must change your password.
4 Press OK
to accept supervisor status, or press CHNG and then OK to log on as an agent.
5 Press IN
to log on to one or more skillsets.
If IN
does not appear, you are already logged on to all the skillsets or there are no skillsets available.
6 Press CHNG
until the skillset you want to log on to (All, or a number) appears on the display.
If there is only one skillset available to log on to that you are assigned to, you are automatically logged
on to that skillset.
7 Press OK
.
8 Press NEXT
.
9 From the Supervisor display, press ADMIN
.
10 Enter a new password from four to eight digits long and press OK
.
11 Enter your new password again and press OK
.
12 Press ®.
Reading the telephone wallboard display
If you are logged on and not active, the top line of the telephone display shows at five second intervals:
• your name
• service mode, either Day, Night or Special
• skillset number and skillset name
• skillset number, number of agents in the skillset (AGT) and number of calls waiting in the skillset
(CWT)
• skillset number and the number of calls answered (ANS) and abandoned (ABA)
• skillset number, longest waiting call in the skillset (LIQ), and time the call has been in the skillset
• skillset number, number of calls that have surpassed the first threshold (T1), and number of calls that
have surpassed the second threshold (T2)