User Guide

Supervisor features

Observing a call

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

Displaying the queue

Use the Display Queue feature to access the status of calls in an

ACD queue. The information displayed includes the following:

• number of calls waiting in the queue

• number of agent positions occupied for the queue

• the length of time that the oldest call has waited in the queue

• the number of calls that have been overflowed into the queue

1. Press the Observe key.

2. Choose one of the following:

— Press a selected Agent key.

— Dial the agent’s Position ID.

3. Press the Call Agent key to talk to the

agent you are monitoring.

4. Press the Observe key to terminate the

observation.