User`s guide

Overview
“Supervising CMS” means starting and monitoring call management, making
changes in the configuration being used to manage calls, and operating CMS
day to day. This section is organized as follows:
Startup Procedures
Describes turning on your PC and starting data collection and call
management.
Making Agents Available for CMS Calls
Describes how agents make themselves available for CMS calls and how they
can enter the After-Call-Work state or Logged Out state.
Monitoring Call Management
Explains how to read the status screens to obtain current information on
agent and split activity, call traffic, and system problems.
Supervising Your Agents
Describes the Service Monitoring feature that allows you to monitor agents’
calls, and the Assist feature that enables agents to signal you when they need
assistance.
Dynamic Reconfiguration
Describes changing the active shift configuration while CMS is managing
calls. Typical changes during dynamic reconfiguration are reassigning agents
and turning intraflow on or off. This part also tells you how to save the
changes you have made, and how to select a new configuration for call
management.
Selecting Day or Night Service
Describes changing CMS from Day Service mode (where CMS routes calls to
agents) to Night Service mode (where CMS answers calls, connects them to a
delay message, and then disconnects them).
Day-to-Day Operation of CMS
Describes how the CMS Supervisor at Bon Voyage Travel, a fictitious
business, uses CMS on a typical day. You may want to read this brief part
first to become more familiar with the types of activities involved in using
CMS.
Figure 5-1, “Menu Map for Call Management,” on the following page shows
the screens you use to monitor call management and perform dynamic
reconfiguration.
Overview
5-1