154Chapter 11 Monitoring call activity
Monitoring skillsets
Use ≤·‚·(Display Waiting Calls) to view information about skillsets and the calls waiting in skillsets. The table below describes the information in each display.
Display | Description |
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Skill 1: Enabled | the skillset number and the status of the skillset. |
| The status can be Enabled, Disabled or Uninit (uninitialized). |
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1: 6 agents | the skillset number and how many agents are currently logged on to the skillset |
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1: 10 calls | the skillset number and the number of calls waiting in the skillset |
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1: wait 9:45 | the skillset number and the longest time a call has been waiting in the skillset. |
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Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask qualified agents to log on to the busy skillset.
To monitor skillsets
1Press ≤·‚·.
The skillset display for skillset 1 appears.
On a one line display | On a two line display telephone | To |
telephone press | press |
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⁄ | ⁄or GOTO | enter the number of the skillset you want to |
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| monitor |
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¤ | ¤or SKILL | go to the next skillset |
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‹or fl | ‹or flor NEXT | monitor the next enabled skillset |
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› | ›or PREV | go to the previous menu |
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£ | £ | go to the next menu |
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• | • | cancel the session |
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® | ® | exit |
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Note: If at any time during a monitoring session you press a programmed memory key your monitoring session ends. Do not press a memory key unless you want to end your monitoring session.
Note: If you have the Call Center Reporting option enabled, you can monitor and record call activity from a computer that is running Call Center Reporting. You need a software authorization code to use Call Center Reporting. Contact your vendor if you are interested in purchasing or trialing Call Center Reporting.
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