Acd 2000 Supervisor Features And Capabilities; What Is The Supervisory Position - Mitel 5212 User Manual

ACD 2000 Supervisor Features and Capabilities

What is the Supervisory Position?

The Automatic Call Distribution (ACD) Supervisor position is for individuals who
are responsible for the supervision of one or more Agent Groups. All Supervisor-
related functions are programmed into the system by the System Administrator.
While Supervisors can log in as Agents to perform similar activities, they have
additional capabilities in order to support and monitor ACD Group activities. A
Supervisor need only log in if they are performing Agent activities to answer ACD
calls.
Several management and reporting statistics and information can be produced
by the 3300 ICP, but are beyond the scope of this guide. Supervisors should
consult with the System Administrator concerning the availability of other
management tools.
The following Supervisor functionality is described in this section:
Queue Threshold Alert / Queue Status describes the meaning of threshold
alert indicators and the means of accessing queue information for specific
groups.
Silent Agent and Group Monitoring describes the procedure for silently
listening to Agents' calls, and lists the benefits of and restrictions to this feature.
Conferencing describes the procedure for joining into a three-way conversation
with an Agent and a caller under Silent Monitor.
Responding to Help describes the procedure for answering a Help request
made by an Agent.
System Reporting Capabilities briefly describes the two types of reports that
can be produced by the feature package. These reports can be used by
management to study the effectiveness of the ACD operation:
•
Real Time Events Records
•
Station Message Detail Recordings.
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