Nortel Networks P0606200 03 manual Call Center Supervisor Guide

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Part No. P0606200 03

23 March 2004

Call Center

Supervisor Guide

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Contents Call Center Supervisor Guide Trademarks Copyright 2004 Nortel NetworksWhat agents should log on to Logging on to Call Center≤·‚· Using Feature CodesMonitoring call activity Using Silent Monitor with Answer DNSilently monitoring agent calls Logging on and monitoring agent calls Monitoring tipsCall Center Supervisor Guide Receiving a call on your telephone About monitoring sessionsMonitoring skillsets Using a memory button to monitor calls waiting in skillsetsTo monitor skillsets Taking some Not Ready time Using Not ReadyLogging off Programming Not Ready to a memory buttonProgramming a feature to a memory button Changing your supervisor passwordMemory button indicators Programming a memory buttonSupervisor Help Handling escalated or missed requests Handling Supervisor help requestsAn example of retrieving an escalated request Updating web page lists for Multimedia Call Center agents Checking skillset mailboxes for messagesCommunicating Activity Codes to agents Playing messages in a skillset mailboxImportant considerations about how agents use features Follow-me browsing Multimedia Call Center agents only Multiple callsAutomatic Answer Activity CodesCall Center Supervisor Guide P0606200