Vertical Communications TeleVantage 7.5 manual About supervising queues in ViewPoint

About supervising queues in ViewPoint ______________________

This appendix describes the process of supervising a TeleVantage call center queue. For complete instructions on setting up and managing a TeleVantage call center, see the TeleVantage Call Center Administrator’s Guide.

You can assign agents any number of queue permissions that give them the ability to supervise a queue. Supervisors are merely agents with extra permissions. Supervisory tasks include the following:

QConfiguring the queue in the Administrator, including the agents that belong to it

QSigning agents in or out for the queue

QViewing real-time queue statistics in the TeleVantage ViewPoint

QChanging an agent’s personal status

QManaging a queue’s voice mailbox

QSupervising agent conversations by monitoring or coaching

You assign permissions separately for each queue. To give an agent supervisor permissions in more than one queue, you must edit the agent separately in each queue.

For instructions on adding agents to a queue and setting their permission levels, see the TeleVantage Call Center Administrator’s Guide.

Exempting supervisors from receiving queue calls

Because supervisors are agents in the queue, by default they receive queue calls when they are ready, just as other agents do. To exempt an agent from receiving calls from a queue, sign the agent out for that queue, or configure the agent as an Observer using the TeleVantage Administrator (see the TeleVantage Call Center Administrator’s Guide).

When supervisors are signed out from a queue, the queue does not send calls to them. However, supervisors can watch queue calls in the Call Monitor folder and answer them if necessary using the Take call command. They can also perform all other queue monitoring and managing tasks when they are signed out.

For instructions on signing a supervisor out, see “Signing agents in or out of a queue” on page C-18.

Viewing current queue calls ________________________________

Agents with the permission Access Queue call monitor can view all current queue activity on the queue’s tab in ViewPoint’s Call Monitor folder. Note that only calls associated with the queue appear in the queue’s tab. If the agent is on a personal call or a call from another queue, it does not appear in the queue tab.

For more information, see “Using the Call Monitor tabs” on page B-7.

C-2 USING TELEVANTAGE