User guide

Contents
Getting Started
Introduction 6
Using a Headset 7
Logging In/Out 10
Queue Status
Queue Status at a Glance 12
Displaying a Group’s Queue Status 13
Displaying Reports 14
Scrolling Through Reports 16
About the Shift Key 17
Agent Status
About Agent Status Keys 20
Agent Status at a Glance 21
Displaying an Agent's Status 22
Displaying Agent Status Reports 23
About the Shift Key 24
Agent Monitoring
About Agent Monitoring 28
Agent Help 30
Reports and Indicators
Queue Status Reports 32
Agent Status Reports 33
Status Indicators 34
Additional Features
Some Additional Features 36