Nortel P0606200 03 - Manual

Call Center Supervisor Guide 5 Call Center Supervisor Guide Monitoring call activity There are two ways that you can monitor call activity at your call center: • “Silently monitoring agent calls” on page 5 • “Monitoring skillsets” on page 9 You can monitor calls by using memory buttons that you prog...

6 Call Center Supervisor Guide P0606200 03 Monitoring tips • More than one supervisor can log on to the same skillset. • An agent can be monitored by only one supervisor at a time. Although more than one supervisor can view the same agent's information at the same time, only one supervisor can monit...

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...

8 Call Center Supervisor Guide P0606200 03 About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone, the monitoring session ends if you answer the call. When you end your call, you can press OBSV to reenter the monitoring sessio...

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 qualifie...

10 Call Center Supervisor Guide P0606200 03 Taking some Not Ready time If you use ≤ ·‚° (Not Ready), you do not receive Call Center calls. The Call Center Administrator can program a Break Time, which makes Call Center automatically wait a short time before it routes the next call to you. You use th...

Call Center Supervisor Guide 11 Call Center Supervisor Guide Programming a memory button You can program memory buttons for one-touch access to Call Center features. We recommend that you program memory buttons for: • Log on ≤ ·‚› • Monitor calls ≤·‚fi • Supervisor Help ≤ ·‚fl (If it is available for ...

12 Call Center Supervisor Guide P0606200 03 Supervisor Help With Supervisor Help an agent on a call can request help from you by pressing a programmed feature button. The agent can send an urgent request for help without interrupting the call, and without the caller being aware of the help request. ...

Call Center Supervisor Guide 13 Call Center Supervisor Guide Handling Supervisor help requests You can program the Supervisor Help feature (F906) to a memory button of your telephone, and press the programmed memory button to use Supervisor Help. For how to program a memory button see “Programming a...

14 Call Center Supervisor Guide P0606200 03 An example of retrieving an escalated request You can program the Supervisor Help feature ( ≤·‚fl ) to a memory button of your telephone, and press the programmed memory ≤·‚fl button to use Supervisor Help. For how to program a memory button see “Programming...

Call Center Supervisor Guide 15 Call Center Supervisor Guide Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages. Only one person at a time can retrieve messages from each skillset mailbox. If different people access the messages in the skillset mailbox througho...

16 Call Center Supervisor Guide P0606200 03 Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent, another person such as a subject matter expert, or send the call back to a skillset. • If the agent wants to send the call to ...

Call Center Supervisor Guide 17 Call Center Supervisor Guide Multiple calls Agents can handle multiple calls, but only one call at a time can be active. If an agent has multiple calls, the agent does not receive any new calls from a skillset until the agent completes the multiple held and active cal...