Nortel Web Center Portal Installation And Administration Manual page 308

Symposium Web Center Portal Administrative tools
Note: These users cannot have transactions pushed to their desktops. They can
only work as an agent in pull mode. If you want the Call Center supervisor to be
able to process transactions like the rest of the agents in the contact center, you
must give them the access class of both the Call Center Agent and Call Center
Supervisor.
A Symposium Web Center Portal supervisor can perform the following tasks:
Use the Portal Desktop to log on to the Agent Workbook.
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View associated transactions.
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Respond to customer inquiries.
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View all transactions of any status and the agents assigned to them.
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Modify the ownership of a transaction from an agent.
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Log on to the Portal Administrator.
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View and print reports and real-time displays.
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Configure thresholds and threshold displays for agents.
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308 Nortel Networks Symposium Web Center Portal
Standard 2.0