Handbuch Agent - Monitor Supervisors
Call Center allows you to monitor the phone state of selected supervisors (up to 50). This is useful when you are escalating a call and want to find a supervisor who is available to take a call quickly.
You use the Supervisors panel to view the phone state of selected supervisors and to select supervisors to monitor. Supervisors who are not monitored have their state set to “Unknown”.
Select Supervisors to Monitor
The list of selected supervisors is saved when signing out as part of your workspace and is restored on subsequent logins.
To select the supervisors to monitor:
In the Supervisors panel, click Edit . The Supervisor Favorites dialog box appears.
Check the box next to each supervisor to monitor and click Save.
Supervisor Phone States
The following table lists the possible states for a supervisor’s phone line:
|Idle||Supervisor’s phone is on-hook, which means the supervisor is not on a call.|
|Busy||Supervisor’s phone is off-hook, which means that the supervisor is on a call.|
|Ringing||Supervisor’s phone is in alerting state; a call is currently being delivered to the supervisor.|
|Do Not Disturb||Supervisor has enabled the Do Not Disturb service.|
|Private||Supervisor has enabled phone state privacy. NOTE: This terminates monitoring of the supervisor’s phone state for the current login session. To be able to monitor their phone state again, you must sign out and then sign in after the supervisor has disabled their phone state privacy.|
|Unknown||Supervisor is currently not monitored.|