
Chapter 11 Monitoring call activity 155
An example of monitoring skillsets
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor the skillsets, you can ask any qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled.
Skill 1: Enabled
GOTO SKILL NEXT
1: 7 agents
GOTO SKILL NEXT
1: 2 calls
GOTO SKILL NEXT
1: wait 4:00
GOTO SKILL NEXT
1Press ≤·‚·.
2Press NEXT to monitor skillset 1.
In this example, skillset 1 is enabled and appears on the display first. If skillset 1 is not enabled, press NEXT to go to skillset 2. To monitor the next skillset, press SKILL at any time.
To monitor another skillset, press GOTO and enter the skillset number.
3The display shows the number of agents logged on to skillset 1. Press NEXT.
4The display shows the calls that are currently waiting to be answered by agents in skillset 1.
Press NEXT.
5The display shows that the call waiting the longest in skillset 1 has been waiting for four minutes.
6Press ®to end the session or
press GOTO to monitor another skillset and enter the skillset number
or
press NEXT to monitor skillset 2.
To monitor calls using a one or two line telephone
You can monitor calls using a one line telephone. While you are using ≤·‚·, on a one line or a two line telephone you can:
•press ⁄for GOTO to enter the number of the skillset you want to monitor
•press ¤for NEXT
•press ‹or flfor SKILL to monitor the next enabled skillset
•press ›for PREV to go to previous menu
•press £to go to the next menu
•press •to cancel the session
Call Center Telephone Administration Guide