Toshiba Strata CS User Manual page 199

C 17
HAPTER
C 17
HAPTER
W
ORKING AS A
A
GENT
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
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C C
HAPTER ONTENTS
Whether this chapter applies to you . . . . . . . . . . . . . . . . . . . . . . . 17-2
About call centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2
Signing in, signing out, and taking breaks . . . . . . . . . . . . . . . . . . 17-3
Receiving and handling queue calls . . . . . . . . . . . . . . . . . . . . . . . 17-5
Placing calls from a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-7
Popping up caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-8
What call center agents need to know to get the job done . . . . . . 17-8
Working remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-8
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ALL ENTER