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Call Center Supervisor Guide Copyright © 2004 Nortel Networks All rights reserved. 2004. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document.
Call Center Supervisor Guide Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. If there are no agents available, the calls are placed in a skillset to wait for an appropriate agent. Waiting callers receive periodic announcements and informative messages.
Call Center Supervisor Guide Using Feature Codes Call Center agents and supervisors use Feature Codes to access Call Center features. The default Feature Codes are shown below. Your Call Center Administrator can program Custom Feature Codes that you use instead. If you use Custom Feature Codes, you can record them in the space provided below. Tell the agents what the Custom Feature Codes are.
Call Center Supervisor Guide 5 Monitoring call activity There are two ways that you can monitor call activity at your call center: • • “Silently monitoring agent calls” on page 5 “Monitoring skillsets” on page 9 You can monitor calls by using memory buttons that you program with the Feature Codes for monitoring: • • Display calls waiting in skillsets ≤·‚· Monitor agent calls ≤·‚fi. NOTE: To use ≤·‚fi, you must program it to a memory button and press the ≤·‚fi memory button to monitor calls.
Call Center Supervisor Guide Monitoring tips • • More than one supervisor can log on to the same skillset. An agent can be monitored by only one supervisor at a time. Although more than one supervisor can view the same agent's information at the same time, only one supervisor can monitor the agent. While you are on a call, do not initiate a monitoring session. Use a headset rather than handsfree to monitor calls.This ensures call privacy and reduces the office noise level.
Call Center Supervisor Guide 7 11 Press INFO to display the Agent ID number, agent name, call state and the time in minutes and seconds that the call has been in this state. Call states include Idle, Not Ready, and Break (Incall, Outcall, Browse, AnsDN, Ringin). 12 Press INFO a second time to display the Agent ID number, agent name, and monitoring options again. 13 Press OBSV to monitor an agent. If another supervisor is monitoring the agent the OBSV button does not appear.
Call Center Supervisor Guide About monitoring sessions Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone, the monitoring session ends if you answer the call. When you end your call, you can press OBSV to reenter the monitoring session with the agent. Making a call while monitoring If you make a call while you are monitoring an agent, the monitoring session ends and you must begin monitoring using ≤·‚fi to reestablish a monitoring session.
Call Center Supervisor Guide 9 Monitoring skillsets Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls waiting in skillsets. Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can then ask qualified agents to log on to the busy skillset. This table describes the information in each display. Display Description Skill 1: Enabled shows the skillset number and the status of the skillset.
Call Center Supervisor Guide Taking some Not Ready time If you use ≤·‚° (Not Ready), you do not receive Call Center calls. The Call Center Administrator can program a Break Time, which makes Call Center automatically wait a short time before it routes the next call to you. You use the Break Time to complete any tasks, such as paperwork, required by the last call. If you need some additional time, use Not Ready to prevent Call Center from routing another call to you.
Call Center Supervisor Guide 11 Programming a memory button You can program memory buttons for one-touch access to Call Center features. We recommend that you program memory buttons for: • • • • • Log on ≤·‚› Monitor calls ≤·‚fi Supervisor Help ≤·‚fl (If it is available for your system) Not Ready ≤·‚° Display Waiting Calls ≤·‚· You cannot assign features to Line, Intercom, Answer or Handsfree/Mute buttons. Programming a feature to a memory button 1 Press ≤•‹.
Call Center Supervisor Guide Supervisor Help Note: Whether you can use Supervisor Help depends on the system your Call Center uses. Ask your Call Center administrator whether you can use Supervisor Help. With Supervisor Help an agent on a call can request help from you by pressing a programmed feature button. The agent can send an urgent request for help without interrupting the call, and without the caller being aware of the help request.
Call Center Supervisor Guide 13 Handling Supervisor help requests You can program the Supervisor Help feature (F906) to a memory button of your telephone, and press the programmed memory button to use Supervisor Help. For how to program a memory button see “Programming a memory button” on page 11. Help aa? INFO YES Help aa: INFO NO JOIN 1 Launch Supervisor Help by pressing ≤·‚fl or the F906 memory button on your telephone. 2 The display shows the ID of the agent who is requesting help.
Call Center Supervisor Guide An example of retrieving an escalated request You can program the Supervisor Help feature (≤·‚fl) to a memory button of your telephone, and press the programmed memory ≤·‚fl button to use Supervisor Help. For how to program a memory button see “Programming a memory button” on page 11. Help aa? INFO YES NO 1 Launch the Supervisor Help feature by pressing ≤·‚flor the F906 memory button on your telephone. 2 The display shows the ID and name of the agent requesting help.
Call Center Supervisor Guide 15 Checking skillset mailboxes for messages Frequently check skillset mailboxes for messages. Only one person at a time can retrieve messages from each skillset mailbox.
Call Center Supervisor Guide Important considerations about how agents use features Call Transfer Agents can use Transfer to transfer a call to another agent, another person such as a subject matter expert, or send the call back to a skillset. • • • If the agent wants to send the call to a specific agent or another person, the agent can enter the Transfer Feature Code (≤‡‚) and enter the extension number.
Call Center Supervisor Guide 17 Multiple calls Agents can handle multiple calls, but only one call at a time can be active. If an agent has multiple calls, the agent does not receive any new calls from a skillset until the agent completes the multiple held and active calls. The agent can still receive Answer DN or transfer calls. Follow-me browsing (Multimedia Call Center agents only) Follow-me browsing does not work with embedded Flash animations.
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