Call Center Supervisor Guide 15
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 throughout the day, each person should:
•listen to the message
•write down what the message says
•erase the message
•return the caller’s telephone call
If the caller is not available, the agent can try again later or give the message to another agent. If only one agent retrieving the messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.
Playing messages in a skillset mailbox
1Press ≤·°⁄.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2Press PLAY or ¤ to listen to your messages.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call Center Set Up and Operation Guide.
3Press ® to end the session.
Updating web page lists for Multimedia Call Center agents
Multimedia Call Center agents send web pages to callers. If the list of web pages is updated, make sure you know where the new list is and tell the agents to update their Favorites. For information on how to update and distribute web page lists, refer to the Multimedia Call Center Set Up and Operation Guide. For information on how agents update their Favorites, tell the agents to refer to the Multimedia Call Center Agent Help.
Communicating Activity Codes to agents
Agents use Activity Codes to allocate calls to one or more activities.
Ask your Call Center Administrator if your Call Center uses Activity Codes. If your Call Center uses Activity Codes, ask the administrator to provide you and your agents with a list of the Activity Codes, and to update you if the list of Activity Codes changes.