Call Center Supervisor Guide 7
11Press INFO to display the Agent ID number, agent name, call state and the time in minutes and seconds that the call has been in this state. Call states include Idle, Not Ready, and Break (Incall, Outcall, Browse, AnsDN, Ringin).
12Press INFO a second time to display the Agent ID number, agent name, and monitoring options again.
13Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button does not appear. At any time you can press the CANCL button to exit the monitoring session without logging off. If the agent has no active call, has a call on hold, or is on a conference call, you hear silence. You do not begin to monitor the agent until the agent takes a call, takes the call off hold, or ends the conference call.
14If you want to join the call, press JOIN.
You can press MUTE to mute your voice while you monitor.
NOTE: Depending on what system you use, the Join and Mute keys may not appear and the Info key appears instead.
15To end the monitoring session press CANCL.
If you want to monitor another agent in the skillset press NEXT until you see the agent you want to monitor, and then press OBSV.
You can program a memory button with ≤·‚›. If the memory button you choose has an indicator, the indicator shows your log on status.
•If the indicator is off, you are logged off.
•If the indicator is on, you are logged on.
If an agent requests help while you are in a monitoring session
While you monitor an agent, the agent can request Supervisor Help if it is available on your system. If an agent requests help, you are automatically selected to help and assumed to have accepted the request. When you are done, the Supervisor Help session ends and your original monitoring session resumes where it left off.
Call Center Supervisor Guide