User`s guide

Supervising Your Agents
As the CMS Supervisor, you may find the CMS Service Monitoring and
Assist features useful in supervising your CMS agents. These features require
System 25 button administration on your voice terminal.
SERVICE MONITORING
The CMS Service Monitoring feature provides a means of monitoring agents’
calls without being detected by the agent or the caller. This feature can be
very useful in the agent training process. You can also use the Service
Monitoring feature to join a call when an agent requests help with a
customer. For this feature, your multiline voice terminal must have one
Personal Line button administered for each CMS and transfer-queue line you
want to monitor.
ASSIST BUTTONS
Providing your agents with an Assist button gives them a means of visually
signaling you when they need help. To do so, an agent presses a System 25
Station-to-Station Message Waiting button, labeled “Assist,” administered on
his or her voice terminal. When the agent presses the Assist button, the
green light next to that button on the agent’s voice terminal goes on, as does
a corresponding Station-to-Station Message Waiting (Assist) button on your
voice terminal. You can also use the Assist button on your voice terminal to
turn on the light next to the corresponding Assist button on the agent’s voice
terminal. If either person presses the Assist button when the green light is
on, the Assist button lights at both voice terminals go off. You need one
Assist button for each agent whom you want to signal or who may need to
signal you.
For more information about these features, see Section
calls.“
6, “Handling CMS
Supervising Your Agents 5-33