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CONTENTS
Appendices
Appendix A. Telephone Commands Quick Reference.................. A-1
Call announcing commands................................................................. A-1
Call handling commands...................................................................... A-2
Quick call commands........................................................................... A-3
Quick call commands for call center agents .....................................A-5
Voicemail/Account menu...................................................................... A-6
Logging on.........................................................................................A-6
Logging on from a remote location ...................................................A-6
Voicemail/Account menu commands................................................A-7
Appendix B. Working as an Agent in a Call Center Queue .......... B-1
Whether this chapter applies to you..................................................... B-2
Starting and ending your shift, and taking breaks................................ B-2
Starting your shift ..............................................................................B-2
Ending your shift................................................................................B-3
Taking a break...................................................................................B-3
What call center agents need to know to get the job done .................. B-3
Working at different phones ................................................................. B-4
Signing in and out of a queue .............................................................. B-5
To sign in or out of a queue ..............................................................B-5
Seeing whether you are signed in or out of a queue........................B-5
Receiving and handling queue calls..................................................... B-6
Viewing your position in the queue ...................................................B-6
Being monitored or coached by a supervisor ...................................B-6
Using the Call Monitor tabs...............................................................B-7
Wrap-up time.....................................................................................B-8
Viewing queue activity.......................................................................B-8
Placing calls from a queue................................................................... B-8
Determining whom you are calling as...............................................B-9
Popping up caller information............................................................... B-9
Working remotely ................................................................................. B-9
Appendix C. Supervising a Call Center Queue.............................. C-1
About supervising queues in ViewPoint...............................................C-2
Exempting supervisors from receiving queue calls ..........................C-2
Viewing current queue calls .................................................................C-2
Monitoring queue statistics................................................................... C-3
Viewing queue statistics in the Queue Monitor folder.......................C-3
When statistics are reset.................................................................C-12
When statistics are refreshed..........................................................C-12