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User Manual
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ACR manage.
The agent can act on the distribution of the ACD calls by assigning or not assigning expertise areas.
Expertise areas can be assigned or deleted one by one or globally.
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Help
During a communication, the agent can send an assistance request to the supervisors.
This request can be accepted by a supervisor or rejected if the supervisors are absent, not available
or reject the request.
Close an agent session (LogOff)
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LogOff
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Enter your personal password.
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Apply
The session is closed.
Supervisor station
The supervisor is an agent who has been assigned additional rights. In particular, he can assist the agents,
supervise agent activity, intrude or listen-in discretely on a call.
A supervisor can also perform the agent function from the same set.
Open a supervisor session (LogOn)
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Reach the 'Menu' page.
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LogOn
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Enter the identifier number.
•
Enter your personal password.
Processing group- Supervisor entry/withdrawal
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Entry
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Use one of the following:
o
Enter the processing group number.
o
Listen
Supervision or acceptance of an assistance request
The supervisor has access to the supervision functions either by accepting an assistance request from an
agent or by pressing the 'Help ' function key in the 'Perso ' page.
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Select the processing group from a list.
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