AltiGen comm ACM 5.1 manual Agent’s Phone Operation, Agent Desktop Application AltiAgent

Chapter 22: Workgroup Configuration

•Agent ready/not-ready and wrap-up management

•Allow supervisor to redirect and change call priority in queue (ACM)

•Record inbound and outbound workgroup calls (ACM)

•Define workgroup operation hours and routing (ACM)

•Auto logout all agents after operation hours (ACM)

•Priority queuing and call distribution (ACM)

•Skill-based routing (ACM)

•Caller selectable information menu while in queue (ACM)

Agent’s Phone Operation

•Set Login (#54) and Logout (#56)

•Set Ready (#90) and Not Ready (#56)

•Set outbound WG number (#53)

Agent Desktop Application (AltiAgent)

•Real-time workgroup queue and agent statistics display

•Ability to view and check workgroup voice mail

•Set Login and Logout

•Set Ready and Not Ready

•View and pick up calls in queue

•Calls in queue alert option

•Daily performance summary

•View other agents’ status

•View caller’s IVR data and User Data

•Tag memo to a call

Supervisor’s Phone Operation

•Listen to agent’s conversation with feature code #59

Supervisor’s Desktop Application (AltiSupervisor)

•View agent’s state

•Record agent’s conversation (ACM)

•Manage agent’s login/logout status

•Listen, barge in, or coach agent’s conversation

•View agent’s daily performance statistics

•View group’s real-time status

•View group’s daily operation result

•View calls in queue

•Be alerted to calls in queue

•Change call priority (ACM)

•Pick and redirect calls in queue

272AltiWare ACM 5.1 Administration Manual