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The Grand Tour
ACD Group Supervisor
2 Strata CIX ACD Agent/Supervisor Telephone 05/06
ACD Group Supervisor
ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with
an LCD. The LCD provides important information about the ACD Group or an
individual Agent's activities.
The ACD Group Supervisor’s log in enables access to features that are exclusive to
Supervisors.
•
Start/End Shift is used to start an ACD shift. It toggles to End Shift when
pressed again. End Shift prevents calls from entering the ACD queue.
• Another ACD button is
Monitor Call, which enables Supervisors to monitor
Agent’s conversations on ACD calls. Supervisors can also participate in the call by
pressing
Join.
• Both Agents and Supervisors can display the queue status, but Supervisors can
display the call status of individual Agents.
• Agents can call the ACD Group Supervisor for help with an ACD call. The
Supervisor can talk to the agent with the ACD call on hold, or talk exclusively to
the caller while the Agent drops out, or participate in a three-way conversation
with the Agent and the ACD caller.
• Supervisors can opt to log in as an Agent in order to alleviate heavy call loads.
ACD Telephone
The Strata 3000-series digital telephone with an LCD and typical ACD feature buttons
is shown on the next page. The button names are recommended by Toshiba. If your
button names are different, see the System Administrator or your ACD Supervisor for
the definitions.