User guide

184 AltiWare ACC 5.1 Administration Manual
• Agent ready/not-ready and wrap-up management
• Allow supervisor to redirect and change call priority in queue (ACM)
• Record inbound and outbound workgroup calls (ACM)
• Define workgroup operation hours and routing (ACM)
• Auto logout all agents after operation hours (ACM)
• Priority queuing and call distribution (ACM)
• Skill-based routing (ACM)
• Caller selectable information menu while in queue (ACM)
Agent’s Phone Operation
• Set Login (#54) and Logout (#56)
• Set Ready (#90) and Not Ready (#56)
• Set outbound WG number (#53)
Agent Desktop Application (AltiAgent)
• Real-time workgroup queue and agent statistics display
• Ability to view and check workgroup voice mail
• Set Login and Logout
• Set Ready and Not Ready
• View and pick up calls in queue
• Calls in queue alert option
• Daily performance summary
• View other agents’ status
• View caller’s IVR data and User Data
• Tag memo to a call
Supervisor’s Phone Operation
• Listen to agent’s conversation with feature code #59
Supervisor’s Desktop Application (AltiSupervisor)
• View agent’s state
• Record agent’s conversation (ACM)
• Manage agent’s login/logout status
• Listen, barge in, or coach agent’s conversation
• View agent’s daily performance statistics
• View group’s real-time status
• View group’s daily operation result
• View calls in queue
• Be alerted to calls in queue
• Change call priority (ACM)
• Pick and redirect calls in queue