Introduction:

The Supervisor position of an ACD group is used to monitor and assist an agent's work. You may also log in as an agent when necessary. The following features are specific to the supervisor position.

Display Queue Status key (DISP QUEUE):

This key is used to display the status of an ACD agent. To activate, press the DISP QUEUE key.

The following information will display for 12 seconds, until another feature key is pressed, or when InCalls rings with a new call:

INC= the number of calls waiting in the ACD call queue
AGT= the number of agent positions logged on
WAIT= the waiting time (in seconds) of the first call in the highest priority queue.

Display Agents Summary key (DIS AGT SUM):

This key allows the supervisor to check status of all ACD positions in a particular ACD group. To activate, press the DISP QUEUE key.

The following information will display for 12 seconds:

ACD= Agents active on an ACD call
AGT= Agents logged in but busy on non-ACD calls
IDL= Agents idle and ready to receive ACD calls
NR= Agents logged but not ready to receive ACD calls
NMD= Agent position unmanned (not logged in)

Agent Status Lamp (ASL):

One supervisor can track (via the ASL key) an agent position in an ACD group. The indicators are as follows:

OFF= Agents position unmanned/ not logged in (Make Set Busy activated)
STEADY ON= Agent handling an ACD or non-ACD call
SLOW FLASH= Agent idle and waiting for an ACD call
FAST FLASH= Agent busy on post work (Not Ready activated)

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  • Agent Quick Reference Guide
  • Supervisor Quick Reference Guide

May 12, 2006