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Contents
GETTING STARTED
Introduction..........................................................................................5
Using a Headset.................................................................................. 6
Logging In / Out................................................................................... 9
QUEUE STATUS
Queue Status at a Glance..................................................................13
Displaying a Group’s Queue Status................................................... 13
Displaying Reports.............................................................................14
Scrolling Through Reports .................................................................15
About the SHIFT Key.........................................................................16
AGENT STATUS
About Agent Status Keys...................................................................21
Agent Status at a Glance...................................................................21
Displaying an Agent’s Status..............................................................21
Displaying Agent Status Reports........................................................22
About the Shift Key............................................................................23
AGENT MONITORING
About Agent Monitoring......................................................................27
Agent Help.........................................................................................29
REPORTS AND INDICATORS
Queue Status Reports........................................................................33
Agent Status Reports.........................................................................34
Status Indicators................................................................................34
ADDITIONAL F EATURES
Some Additional Features..................................................................37