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Mitel
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Communications
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Cordless Telephone
Mitel
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AGENT MONITORING
Contents
Main
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Contents
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5
Introduction
Supervisor or senior supervisor?
One or more agent groups?
You have easy access to information
6
Using a Headset
To Install a Headset (no feature control switch)
7
To Install a Headset with Feature Control Switch
Enabling/Disabling Headset Operation:
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9
Logging In / Out
To log in:
To log out:
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Queue Status at a Glance
Displaying a Groups Queue Status
14
Displaying Reports
To display queue status reports:
To display agent status reports:
15
Scrolling Through Reports
To scroll through group status reports:
To scroll through agent status reports:
16
About the SHIFT Key
An example:
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Need a reminder?
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About Agent Status Keys
Agent Status at a Glance
Displaying an Agents Status
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Displaying Agent Status Reports
To display agent status reports:
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About the Shift Key
An example:
Need a reminder?
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About Agent Monitoring
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A few conditions:
To monitor an agent:
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Agent Help
Responding to a HELP request
If your telephone is busy
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Queue Status Reports
Agent Status Reports
Table 4: Agent Status Reports
Status Indicators
The following table illustrates the behavior of line status indicators. Table 5: Status Indicators
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Some Additional Features