UC-ONE Option: Callcenter
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Handbuch Agent - Monitor Supervisors

Monitor Supervisor

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”.

Figure 56 Supervisors Panel

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:

  1. In the Supervisors panel, click Edit . The Supervisor Favorites dialog box appears.

    Figure 57 Supervisor Favorites Dialog Box
  2. 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:

Phone State Description
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.

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Ticket eröffnen Status Kontakt Remote-Support