An Example Of Monitoring Skillsets - Nortel Call Center Telephone Administration Manual

An example of monitoring skillsets

In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor
the skillsets, you can ask any qualified and available agents from another skillset to log on to
skillset 1 until the calls in skillset 1 are handled.
Skill 1: Enabled
GOTO SKILL
1: 7 agents
GOTO SKILL
1: 2 calls
GOTO SKILL
1: wait 4:00
GOTO SKILL
To monitor calls using a one or two line telephone
You can monitor calls using a one line telephone. While you are using ≤·‚·, on a one
line or a two line telephone you can:
press ⁄ for GOTO to enter the number of the skillset you want to monitor
•
press ¤ for NEXT
•
press ‹ or fl for SKILL to monitor the next enabled skillset
•
press › for PREV to go to previous menu
•
press £ to go to the next menu
•
press • to cancel the session
•
Press ≤·‚·.
1
Press NEXT to monitor skillset 1.
2
NEXT
In this example, skillset 1 is enabled and appears on the display
first. If skillset 1 is not enabled, press NEXT to go to skillset 2.
To monitor the next skillset, press
To monitor another skillset, press GOTO and enter the skillset
number.
3
The display shows the number of agents logged on to skillset 1.
NEXT
Press NEXT.
4 The display shows the calls that are currently waiting to be
NEXT
answered by agents in skillset 1.
Press NEXT.
5 The display shows that the call waiting the longest in skillset 1
NEXT
has been waiting for four minutes.
Press ® to end the session
6
or
press GOTO to monitor another skillset and enter the skillset
number
or
press NEXT to monitor skillset 2.
Chapter 11 Monitoring call activity
SKILL
at any time.
Call Center Telephone Administration Guide
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