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Programming CMS Shift Configurations
2. If you want to make changes to the Agent Directory, press the function
key for the activity you want to perform (add agent, remove agent, or
change agent information).
3. Perform the activity as described on the following pages.
NOTE:
Record any changes you make on the Agent Directory Planning Form,
found in the back cover pocket of this guide.
4. Press [F7] (Config Splits) to return to the Configuration screen, or press
[F8] (Admin Menu) to return to the Administration Menu.
If the Agent Directory contains more than 30 agents, [F5] is labeled "Next
Page." Pressing this key allows you to look at the second page of agent
information. When the second page of agent information is being displayed,
[F5] is labeled "Previous Page," and pressing it returns you to the first page of
the Agent Directory.
Adding Agents to the Agent Directory
NOTE:
If any agent is regularly assigned to more than one split, give that agent a
different ID for each split. Then use the appropriate ID when you add the
agent to a configuration. The different IDs provide separate tracking of the
agent's statistics in each split. For example, Tom works in split 1 and split 4,
depending on the call traffic. Tom's supervisor added him to the directory
twice. Once with the ID TOM1 and again as TOM4.
To add an agent to the Agent Directory do the following:
1. From the Agent Directory screen, press [F1] .
The function keys change and the following prompt appears:
ADD AGENT :
ID:
2. Enter the agent's last name at the prompt (up to 12 letters, numbers, or
special characters, such as * or #).
.
Last Name:
Creating or Changing Shift Configurations 3-15
First:
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