Specifications

CHAPTER
ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 8
1. Overview
ShoreTel Enterprise Contact Center includes three applications for supervisors: Agent Manager,
Contact Center Reports, and Wallboard Director. Using these applications you can monitor Automatic
Call Distribution (ACD) activities, generate reports on call center performance, and display messages
on wallboards. Multiple supervisor workstations can be activated simultaneously, allowing a number of
supervisors and managers to work on various tasks at the same time.
Refer to the following sections for more information about Contact Center supervisor applications:
Agent Manager............................................................................................................ 8
Contact Center Reports .............................................................................................. 9
Wallboard Director....................................................................................................... 9
Terminology................................................................................................................. 9
Starting the Supervisor Applications ......................................................................... 11
Agent Manager
Agent Manager is used by managers and supervisors to obtain real-time statistical information
concerning call center activities. The information can be displayed in tables, forms, and graphic
formats, providing a clear picture of what is going on in your call center.
Agent Manager also enables supervisors to adjust their resources by adding and removing agents
from groups.