186Chapter 14 Monitoring Call Center call activity

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 the qualified and available agents from another skillset to log on to skillset 1 until the calls in skillset 1 are handled.

Skill 1: Enabled

SKILL NEXT

1: 7 agents

SKILL NEXT

1: 2 calls

SKILL NEXT

1: wait 4:00

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.

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 NEXT to monitor skillset 2.

Using a memory button to monitor calls waiting in skillsets

Program a memory button with ≤·‚·to view the status of all skillsets, including the skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator shows information for the calls for the skillset that you are logged on to. For how to program an memory button, refer to “Programming a memory button with a Feature Code” on page 30.

If the indicator is off, all of the calls are within the acceptable wait time.

If the indicator is flashing slowly, at least one call has exceeded the first alert time.

If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert time.

For information on setting what the wait times are refer to “Setting up general Call Center properties” on page 173.

For information on Primary and Secondary alert times, refer to “Primary and Secondary alert times” on page 171.

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Nortel Networks P0605665 03 manual An example of monitoring skillsets