12Call Center Supervisor Guide
Supervisor Help
Note: Whether you can use Supervisor Help depends on the system your Call Center uses. Ask your Call Center administrator whether you can use 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. Supervisor Help is for situations where an agent is on a call and urgently requires your help without alerting the caller that you are being called in.
When you receive a help request you can accept, deny, or ignore it. A request that is denied or ignored is escalated, and a larger group of supervisors is notified of the request. You can escalate a request so that it is broadcast to other supervisors who are better able to handle the request.
If you receive a request while you are not at your telephone, your ≤·‚flindicator flashes slowly to inform you of the missed request.
If a help request is escalated to you, your ≤·‚fl indicator flashes quickly to inform you of the request. If the call for an escalated help request is still active, you can accept the request by pressing the ≤·‚flfeature key. You do not have to be monitoring agents at the time, but can be answering Call Center calls.
Note: If you use Make Busy ≤·‚° you are still available for help requests.
To use Supervisor Help you must have a memory button programmed with the Supervisor Help feature code ≤·‚fl. The programmed key must have an LCD indicator. The memory button can have a distinct bright color so it can easily be distinguished from the other buttons. For how to program a memory button refer to “Programming a memory button” on page 11.
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