Monitoring Skillsets; To Monitor Skillsets - Nortel BCM50 Administration Manual

154 Chapter 11 Monitoring call activity

Monitoring skillsets

Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls
waiting in skillsets. The table below describes the information in each display.
Display
Skill 1: Enabled
1: 6 agents
1: 10 calls
1: wait 9:45
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can ask
qualified agents to log on to the busy skillset.

To monitor skillsets

Press ≤·‚·.
1
The skillset display for skillset 1 appears.
On a one line display
telephone press
⁄
¤
‹ fl
or
›
£
•
®
Note: If at any time during a monitoring session you press a programmed memory key
your monitoring session ends. Do not press a memory key unless you want to end your
monitoring session.
Note: If you have the Call Center Reporting option enabled, you can monitor and record
call activity from a computer that is running Call Center Reporting. You need a software
authorization code to use Call Center Reporting. Contact your vendor if you are
interested in purchasing or trialing Call Center Reporting.
N0025637 02
Description
the skillset number and the status of the skillset.
The status can be Enabled, Disabled or Uninit (uninitialized).
the skillset number and how many agents are currently logged on to the skillset
the skillset number and the number of calls waiting in the skillset
the skillset number and the longest time a call has been waiting in the skillset.
On a two line display telephone
press
GOTO
⁄
or
¤ SKILL
or
‹ fl
or or
› PREV
or
£
•
®
To
enter the number of the skillset you want to
monitor
go to the next skillset
NEXT
monitor the next enabled skillset
go to the previous menu
go to the next menu
cancel the session
exit