An Example Of Monitoring Skillsets; Using A Memory Button To Monitor Calls Waiting In Skillsets - Nortel Call Center Set Up And Operation Manual

192 Chapter 14 Monitoring Call Center call activity

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 the qualified and available agents from another skillset to log on to
skillset 1 until the calls in skillset 1 are handled.
Skill 1: Enabled
SKILL
1: 7 agents
SKILL
1: 2 calls
SKILL
1: wait 4:00
SKILL

Using a memory button to monitor calls waiting in skillsets

Program a memory button with ≤·‚· to view the status of all skillsets, including the
skillsets that you are logged on to. If the memory button you choose has an indicator, the indicator
shows information for the calls for the skillset that you are logged on to. For how to program an
memory button, refer to
• If the indicator is off, all of the calls are within the acceptable wait time.
• If the indicator is flashing slowly, at least one call has exceeded the first alert time.
• If the indicator is flashing quickly, at least one call in the skillset has exceeded the second alert
time.
For information on setting what the wait times are refer to
properties" on page
For information on Primary and Secondary alert times, refer to
times" on page
N0008709 04
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 SKILL at any time.
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 NEXT to monitor skillset 2.
"Programming a memory button with a Feature Code" on page
180.
178.
"Setting up general Call Center
"Primary and Secondary alert
34.