Manual

Supervisor features

Deactivating Night Service

To deactivate Night Service, do the following:

1. Click the Night key

2. Click the 3 key (D for Day) to resume Day mode.

Note: The Night Service indicator flashes, and new calls enter the

queue.

Using Observe

Use the Observe feature to monitor an agent in a call.

To active the Observe feature, do the following:

1. Click the Observe key.

2. Do one of the following:

— Click a selected Agent key.

— Dial the agent’s Position ID.

— Click the Call Agent key to talk to the agent you are monitoring.

3. Click the Observe key to terminate the observation

Using Display Agent Status

Use the Display Agent feature to view a summary of current status for all

agents that have an agent Position ID key assigned on the Supervisor’s

telephone. See Figure 14 on page 43.

Click the Display Agent key. The display summary information displays

for 12 seconds or until another feature key is clicked.

Agent positions in the NotReady state are counted as busy on either ACD

calls or non-ACD calls, as specified by your system administrator.