Introduction
This guide provides instructions for using ACD supervisor and senior supervisor features on SUPERSET 4150 telephones. Refer to your SUPERSET 4150 User Guide for a description of your telephone, and
Some of the personal keys on your telephone are programmed as QUEUE STATUS keys or AGENT STATUS keys, and one may be programmed as a SHIFT key. You use these keys to monitor the status of agents and agent groups.
Supervisor or senior supervisor?
Supervisors monitor agent groups. Senior supervisors monitor supervisors and possibly agent groups as well. An agent group can be monitored by either a supervisor or a senior supervisor, but not both. As a supervisor or senior supervisor, you can’t answer ACD calls from your telephone.
One or more agent groups?
You’ll have one QUEUE STATUS key programmed on your telephone for each of your agent groups. If you only have one QUEUE STATUS key (i.e., one agent group to supervise), you can also have AGENT STATUS keys programmed on your telephone.
AGENT STATUS keys are not available on senior supervisor sets.
You have easy access to information
A QUEUE STATUS key allows you to access information for an agent group and for the agents within that group. An AGENT STATUS key displays information for individual agents within a group.
Once you’ve accessed information, you can display the same type of information for other agent groups or agents by pressing other QUEUE STATUS keys or AGENT STATUS keys.
You can exit an information display at any time by pressing SUPERKEY.
5
