Chapter 11 Monitoring call activity 161
Configuring Supervisor Help
To set up Supervisor Help you must configure the general Call Center properties for request timeout and supervisor selection method.
For information about
Refer to
Supervisor Help settings
“Setting the Supervisor Help request timeout” on page 28
“Selecting skillsets supervisors can receive help requests from” on page 28
How to handle Supervisor help requests
Supervisors can program the Supervise feature (F906) onto a memory button of their telephone.
1Launch Supervisor Help by pressing ≤·‚flor the F906 memory button on your telephone.
Help xx? |
| 2 The display shows the ID of the agent who is requesting help. | |
INFO | YES | NO | Press YES to accept the agent request for help |
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| press NO to escalate the request |
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| press INFO to view the agent name, time and date of the request, |
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| caller ID and caller name of the agent’s call. |
Help xx: |
| 3 The display shows the ID of the agent you are helping. | |
INFO | CANCL | JOIN | While you monitor the agent, you can press the INFO key to view |
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the time and date of the request, caller ID and caller name of the agent’s call.
You can press the JOIN softkey or the MUTE button on your telephone to join in the call.
NOTE: Depending on what system you use, the Join and Mute softkeys may not appear.
4When the help session is complete, press ®to end the session.
Call Center Telephone Administration Guide
