Supervisor features
Activating Night Service
To activate Night Service, do the following:
1.Click Night.
2.Click the 6 key (N for Night) to go into Night Service.
Transitioning to Night Service
To transition into Night Service, do the following:
1.Click Night.
2.Click the 8 key (T for Transition) to activate Transition mode.
Note: The Night Service indicator flashes. All calls in the queue remain in the queue and new calls receive night service.
Deactivating Night Service
To deactivate Night Service, do the following:
1.Click Night.
2.Click the 3 key (D for Day) to resume Day mode.
Note: The Night Service indicator flashes, and new calls enter the queue.
Using Observe
Use the Observe feature to monitor an agent in a call.
Note: This feature creates a
To activate the Observe feature, do the following:
1.Click Observe.
2.Do one of the following:
—Click a selected Agent key.
—Dial the agent’s Position ID.
—To talk to the agent you are monitoring, click Call Agent.
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