Nortel Networks P0606200 03 manual An example of retrieving an escalated request

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14Call Center Supervisor Guide

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 a memory button” on page 11.

1Launch the Supervisor Help feature by pressing ≤·‚ﬂor the F906 memory button on your telephone.

Help aa?			2 The display shows the ID and name of the agent requesting help.
INFO	YES	NO	Press YES to accept the help request
			Press YES to accept the help request
			or
			press INFO to see more information about the request
			or
			press NO to deny the request. This escalates the request, and the display
			shows the next help request, if there is one.

3When the help session is complete, press ® to end the session.

For a missed request, the prompt “aa asked help” appears”.

After a missed request is viewed by a supervisor, it is not shown to any other supervisor.

P0606200 03

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Contents Call Center Supervisor Guide Copyright 2004 Nortel Networks TrademarksLogging on to Call Center What agents should log on toUsing Feature Codes ≤·‚·Silently monitoring agent calls Using Silent Monitor with Answer DNMonitoring call activity Monitoring tips Logging on and monitoring agent callsCall Center Supervisor Guide About monitoring sessions Receiving a call on your telephoneTo monitor skillsets Using a memory button to monitor calls waiting in skillsetsMonitoring skillsets Logging off Using Not ReadyTaking some Not Ready time Programming Not Ready to a memory buttonMemory button indicators Changing your supervisor passwordProgramming a feature to a memory button Programming a memory buttonSupervisor Help Handling Supervisor help requests Handling escalated or missed requestsAn example of retrieving an escalated request Communicating Activity Codes to agents Checking skillset mailboxes for messagesUpdating web page lists for Multimedia Call Center agents Playing messages in a skillset mailboxImportant considerations about how agents use features Automatic Answer Multiple callsFollow-me browsing Multimedia Call Center agents only Activity CodesCall Center Supervisor Guide P0606200