As An Acd Supervisor - NEC Univerge SV9100 Installation Manual

As An ACD Supervisor

An ACD Supervisor has the ability to view real time user status and pilot number status and change
the status of agents. They can also run reports.
In the view / real time information / real time status / users menu, choose to 'Create a New User
Status View.' Choose an Organisation group, select overview and click OK. Right click on any Agent
and you will be able change their status. For an Agent that is not logged in, you have the option to
login the Agent to either their Primary Login Queues or any individual queues assigned to the Agent.
Once an Agent is logged in, you can control their Agent status further. You can put the agent in a
wrap up state or an unavailable state. If unavailable codes are being used, you can specify an
unavailable reason from the list.
The logon / logoff options can be used to login / logout of individual groups.
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