Nortel Networks P0606200 03 manual Call Center Supervisor Guide P0606200

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18Call Center Supervisor Guide

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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 ≤·‚·Using Silent Monitor with Answer DN Monitoring call activitySilently monitoring agent calls Monitoring tips Logging on and monitoring agent callsCall Center Supervisor Guide About monitoring sessions Receiving a call on your telephoneUsing a memory button to monitor calls waiting in skillsets Monitoring skillsetsTo monitor 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