Call Center Supervisor Guide 13
Handling Supervisor help requests
You can program the Supervisor Help feature (F906) to a memory button of your telephone, and press the programmed memory button to use Supervisor Help. For how to program a memory button see “Programming a memory button” on page 11.
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| 1 | Launch Supervisor Help by pressing ≤·‚fl or the F906 memory |
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| button on your telephone. |
Help aa? |
| 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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| or |
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| press NO to escalate the request |
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| or |
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| press INFO to view the agent name, time and date of the request, caller ID |
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| and caller name of the agent’s call. |
Help aa: |
| 3 | The display shows the agent name. |
INFO |
| JOIN | While you monitor the agent, you can press the INFO key to view the time |
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| and date of the request, caller ID and caller name of the agent’s call. |
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| You can press the JOIN softkey or the MUTE button on your telephone to |
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| join in the call. |
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| NOTE: Depending on what system you use, the Join and Mute softkeys |
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| may not appear. |
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| 4 | When the help session is complete, press ® to end the session. |
Handling escalated or missed requests
When your Supervisor Help LCD indicator is flashing, you can retrieve escalated or missed Supervisor Help requests. If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are shown from the oldest to the most recent.
You can accept the call by pressing the YES softkey. After you accept the request, the request no longer appears to other supervisors who are retrieving help requests. Their displays show the next escalated request, or the first missed request if there are no more escalated requests, or “No help requests” if there are no more missed requests. For a missed request, the prompt “aa:aname asked” appears, and you can retrieve information about the call by pressing the INFO softkey, or can move to the next request by pressing the NEXT softkey.
