160Chapter 11 Monitoring call activity
If the supervisor denies or ignores a help request, the request is escalated. The ≤·‚fl indicator flashes quickly on the sets of all supervisors who are notified of the escalated request. Active escalated requests take precedence over missed requests, so the Supervisor Help LCD indicator does not flash slowly if there are active requests that have not been accepted.
An escalated request goes to supervisors as follows:
No supervisors are available | the request escalates to all potential supervisors. If escalation is system |
| wide, a potential supervisor is any logged on supervisor. If escalation is |
| skillset based, a potential supervisor is one who is logged onto the |
| requesting agent’s skillsets. |
|
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The request is denied by the | the request escalates to all potential supervisors except for the selected |
selected supervisor | supervisor, unless the selected supervisor is the only potential |
| supervisor. |
The request is ignored
the request escalates to all potential supervisors.
Agents can request Supervisor Help only if they are on an active Call Center call. They cannot use Supervisor Help if they are not logged in, not ready, idle, have a call on hold, or are on a
When an agent requests Supervisor Help, Call Center looks for a single suitable supervisor to handle the request. If no supervisor is available, or the selected supervisor denies or ignores the request, the request is escalated. You set up supervisor selection to be either system wide or skillset based. System wide selection looks for all the available supervisors. Skillset based selection looks for only the supervisors who are assigned to the skillsets the agent is logged on to.
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