Agent Status Display; Introduction; Accessing The Agent Status Display - Nortel CC MIS Getting Started Manual

Release 5.2

Agent Status Display

Introduction

The Agent Status display provides information concerning the status of each
position in an ACD group. This display allows the supervisor to see the
type of call the agent is currently handling, the agents that are logged in,
agents on walkaway, and other related information.

Accessing the Agent Status display

Perform the following steps to access the Agent Status display.
steps
Accessing the Agent Status display
Agent Status display
The Agent Status display allows you to control the view of the positions for
which agent status is displayed, the information presented for each position,
and layout of the display. The Agent Status display is shown below.
Note: Display fields on the Agent Status display are controlled by the super-
visor's profile. Specifically, if the Agent Performance option is disabled in
the Priviledge Level Definition associated with the supervisor's profile, any
field displaying agent performance can not be accessed. If the Agent Iden-
tity option is disabled, agent names can not be viewed.
CC MIS Getting Started Guide (297-2671-175)
1. From the CC MIS Main window, select Displays /
Agent Status.
2. From the Agent Status Display menu, select one of
the views from the View pulldown menu.
3. The Agent Status screen is displayed.
CC MIS
CC MIS
Agent Status Display
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