Nortel Networks P0606200 03 manual Monitoring call activity, Silently monitoring agent calls

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Call Center Supervisor Guide 5

Monitoring call activity

There are two ways that you can monitor call activity at your call center:

•“Silently monitoring agent calls” on page 5

•“Monitoring skillsets” on page 9

You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring:

•Display calls waiting in skillsets ≤·‚·

•Monitor agent calls ≤·‚fi.

NOTE: To use ≤·‚fi, you must program it to a memory button and press the ≤·‚fi memory button to monitor calls.

For how to program a memory button, refer to “Programming a memory button” on page 11.

Silently monitoring agent calls

Note: Depending on what system your call center uses, Silent Monitor may not be available, but you can still monitor calls using ≤·‚fi. Ask your Call Center Administrator.

When you monitor calls, you are a Silent Monitor: you are not detected by the agent or callers. You monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the current call is completed, the monitoring session of the agent continues. You do not have to reestablish the monitoring session. You must be logged on before you can monitor calls.

Note: While you monitor an agent’s calls you monitor all of their calls, including their personal calls. Tell agents that if they make a call that they do not want monitored, they must first log off as an agent, then log on again when they complete the call.

You must program a memory button with ≤·‚fi, and then press the ≤·‚fi memory button to monitor calls. If the memory button you choose has an indicator, the indicator shows your log on status. You do not have Call Center calls sent to you while you use ≤·‚fi.

Using Silent Monitor with Answer DN

If you have an Answer DN programmed for your main telephone, and you are using Silent Monitor from your main telephone, the telephone that you have programmed as your Answer DN telephone rings briefly when:

•you monitor an agent who is not on a call, and the agent answers or places a call

•you start to monitor an agent who is on an active call

•you monitor an agent who puts a call on hold and answers another call or unholds the original call.

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 CodesSilently monitoring agent calls Using Silent Monitor with Answer DNMonitoring call activity Logging on and monitoring agent calls Monitoring tipsCall Center Supervisor Guide Receiving a call on your telephone About monitoring sessionsTo monitor skillsets Using a memory button to monitor calls waiting in skillsetsMonitoring 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
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