Vertical Communications Scout Telephone Monitoring Agents

Monitoring Agents

•The group supervisor can monitor agent activity and silently

monitor conversations. From the supervisor menu, press the Ag

(agent) Interactive button.

Allows you to select the specific agent you want, or to have the

system select an agent.

•Enter the ID number of the agent you want to monitor, or press

Sn (scan), and the system will select an agent for you.

Indicates the selected agent and the time the agent has been in his

or her current sate.

Shows the current state of the selected agent. This agent is on an

incoming call.

10 Supervisor’s User Guide for the Scout Telephone

GCA70-345 QuickQ

Agt ID: _____

SnRtQt

Louise: > 00:45

SCAN SELECT QUIT

Agnt 101:

Sn Se Qt

After2 seconds

Contents

Main Page Contents Page The Scout Telephone for Supervisors Description of the Display (Idle Display) 2 Supervisors User Guide for the Scout Telephone Quick Q Group 01 ByHpLg Signing-in to QuickQ Page Changing the Mode of Operation Recording Announcements 6 Supervisors User Guide for the Scout Telephone Supervisors User Guide for the Scout Telephone 7 8 Supervisors User Guide for the Scout Telephone Viewing Current Reports Supervisors User Guide for the Scout Telephone 9 Monitoring Agents 10 Supervisors User Guide for the Scout Telephone Responding to Help Supervisors User Guide for the Scout Telephone 11 12 Supervisors User Guide for the Scout Telephone Receiving ACD Calls Placing Outgoing Calls Supervisors User Guide for the Scout Telephone 13 Transferring an ACD Call Assigning an Account Code 14 Supervisors User Guide for the Scout Telephone Things to Remember Log-in Procedure Supervisors User Guide for the Scout Telephone 15 Responding to Request for Help Supervisors Menu Supervisors User Guide for the Scout Telephone 17 SnSeQt Le SnSeQt