MITEL MIVOICE BUSINESS
Group Presence.......................................................................................................................18
Getting Help.............................................................................................................................20
When You Need Help.......................................................................................................................... 20
Canceling Help.....................................................................................................................................20
Queue Threshold Alert.............................................................................................................21
Visual Indications................................................................................................................................. 21
Audible Indications...............................................................................................................................21
Queue Status...........................................................................................................................21
When You Need To Know A Group's Queue Status........................................................................... 22
ACD SUPERVISOR FEATURES AND CAPABILITIES............................................... 23
What is the Supervisory Position?........................................................................................... 23
Queue Threshold Alert / Queue Status....................................................................................23
Silent Agent and Group Monitoring..........................................................................................23
Benefits of Silent Monitoring................................................................................................................ 23
Restrictions to Silent Monitoring.......................................................................................................... 24
Using Silent Monitoring for Individual Agents...................................................................................... 24
Using Silent Monitoring for Agent Groups........................................................................................... 25
Conferencing (ACD Barge)......................................................................................................25
Whisper Coach........................................................................................................................ 26
Responding to Help................................................................................................................. 26
What Happens in a Help Request........................................................................................... 27
System Reporting Capabilities.................................................................................................27
Time Events Records ..........................................................................................................................27
Call Events...........................................................................................................................................27
Path and Group Statistics Events........................................................................................................ 28
Station Message Detail Recording (SMDR)........................................................................................ 28
Personal Directory................................................................................................................... 29
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