Acd Supervisor Features And Capabilities; What Is The Supervisory Position - Mitel 5224 User Manual

ACD Supervisor Features and Capabilities

What is the Supervisory Position?

An Automatic Call Distribution (ACD) Supervisor supervises one or more Agent
Groups. The system administrator programs a supervisor's telephone or hot desk
user profile with additional features and keys that allow the supervisor to monitor
ACD group activities. Supervisors do not have to log in at their phone in order to
monitor ACD group activities.
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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