The Administator/Supervisor's Responsibilities
The MERLIN II system administrator is responsible for establishing certain systemwide options and features, such as setting the system for square or pooled lines, assigning the lines that a voice terminal can access, or storing System Speed Dial codes in the MERLIN II system. In many systems the administrator may also be given the responsibilities of the CMS
The CMS shift supervisor has many responsibilities, all of which are described in this manual. Typically, the role of the CMS supervisor involves:
Creating shift configurations of line groups and agent splits (See Section 4, “Administering CMS.”)
Monitoring line status, split status, call traffic, and system problems during call management (See “Monitoring Call Management” and “Dynamic Reconfiguration” in this section.)
Helping agents understand the MERLIN II system features that they use to handle CMS calls (See Section 6, “Handling CMS Calls.”)
Generating reports (See Section 7, “Generating Reports.”)
Using system status information and the Management Information System (MIS) data in the CMS reports to maintain efficient call management and agent productivity (See Section 7, “Generating Reports,” for ongoing data collection; see Section 8, “Archiving Data,” for storing past CMS data. )
Troubleshooting (See Section 9, “Troubleshooting.”)
To better understand the duties of the CMS supervisor, you may also find it helpful to read the description of the supervisor’s role at Bon Voyage Travel, a hypothetical business, and how he interacts with CMS, (See “A Typical CMS Application” in Section 2, “Understanding CMS,” and
The Administrator/Supervisor's
