Avaya Contact Center User Manual

BCM50 2.0CallPilotDocument Status: StandardDocument Version: 02.01Part Code: NN40040-102Date: September 2006Contact Center Supervisor Guide

10 Chapter 1 Getting started with Contact CenterNN40040-102NN40040-102

11Contact Center Supervisor GuideChapter 2Contact Center Supervisor GuideLogging on to Contact CenterYou can log on as a supervisor to monitor or part

12 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102Using Feature CodesContact Center agents and supervisors use Feature Codes to access

Chapter 2 Contact Center Supervisor Guide 13Contact Center Supervisor GuideMonitoring call activityThere are two ways that you can monitor call activi

14 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102Monitoring tips• More than one supervisor can log on to the same skillset.• An agent

Chapter 2 Contact Center Supervisor Guide 15Contact Center Supervisor Guide10 Enter the Agent ID of the agent you want to monitor and press OK. You ca

16 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102About monitoring sessionsReceiving a call on your telephone If you are monitoring an

Chapter 2 Contact Center Supervisor Guide 17Contact Center Supervisor GuideMonitoring skillsetsUse ≤·‚· (Display Waiting Calls) to view information ab

18 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102• If the indicator is flashing quickly, at least one call in the skillset has exceed

Chapter 2 Contact Center Supervisor Guide 19Contact Center Supervisor GuideLogging offLog off when you complete your shift or will be away from your t

Copyright © Nortel Networks Limited 2005-2006, All rights reservedThe information in this document is subject to change without notice. The statements

20 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102Memory button indicatorsMemory button indicators are triangular icons (ˆ) that appea

Chapter 2 Contact Center Supervisor Guide 21Contact Center Supervisor GuideIf a help request is escalated to you, your ≤·‚fl indicator flashes quickly

22 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102To handle supervisor requestsHandling escalated or missed requestsWhen your Supervis

Chapter 2 Contact Center Supervisor Guide 23Contact Center Supervisor GuideAn example of retrieving an escalated requestYou can program the Supervisor

24 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102Checking skillset mailboxes for messagesFrequently check skillset mailboxes for mess

Chapter 2 Contact Center Supervisor Guide 25Contact Center Supervisor GuideCommunicating Activity Codes to agentsAgents use Activity Codes to allocate

26 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102Call Forward No AnswerWhen an agent’s phone is on Call Forward No Answer to the voic

Chapter 2 Contact Center Supervisor Guide 27Contact Center Supervisor Guide• i2002 and i2004 IP telephones: If you connect the headset before you init

28 Chapter 2 Contact Center Supervisor GuideNN40040-102NN40040-102

3Contact Center Supervisor GuideTask ListTo log on and monitor agent calls ...

4 Task ListNN40040-102NN40040-102

5Contact Center Supervisor GuideContentsChapter 1Getting started with Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7A

6 ContentsNN40040-102NN40040-102

7Contact Center Supervisor GuideChapter 1Getting started with Contact CenterAbout this guideThe Contact Center Supervisor Guide describes how you can

8 Chapter 1 Getting started with Contact CenterNN40040-102NN40040-102Symbols and text conventionsThese symbols are used to highlight critical informat

Chapter 1 Getting started with Contact Center 9Contact Center Supervisor GuideThese conventions and symbols are used to represent the Business Series