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Mitel
4150
manual
Agent Monitoring
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4150
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Reports and Indicators
Additional Features
Using a Headset
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AGENT MONITORING
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Contents
ACD
Page
Contents
Page
Getting Started
Page
One or more agent groups?
You have easy access to information
Introduction
Supervisor or senior supervisor?
To Install a Headset no feature control switch
Using a Headset
Enabling/Disabling Headset Operation
To Install a Headset with Feature Control Switch
Handling Calls with a Headset with Feature Control Switch
Handling Calls with a Headset no Feature Control Switch
Logging In / Out
To log
To log out
Page
Queue Status
Page
Displaying a Group’s Queue Status
Queue Status at a Glance
Displaying Reports
To display queue status reports
To display agent status reports
Scrolling Through Reports
To scroll through group status reports
To scroll through agent status reports
An example
About the Shift Key
Need a reminder?
Page
Agent Status
Page
About Agent Status Keys
Agent Status at a Glance
Displaying an Agent’s Status
Displaying Agent Status Reports
With No Shift After 1st Shift After 2nd Shift After 3rdShift
Page
Agent Monitoring
Page
About Agent Monitoring
Are your agents notified?
You can just listen or you can join the conversation
To monitor an agent
Few conditions
Agent Help
Responding to a Help request
If your telephone is busy
Page
Reports and Indicators
Page
Queue Status Reports
Queue Status Reports
Agent Status Reports
Status Indicators
Additional Features
Page
Transferring a call
Some Additional Features
Setting up a 3-party conference
Placing a call on hold
Page
Top
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Contents
