Overview - Nortel Express User Manual

Managing users

Overview

Introduction
This section gives procedures for adding new agents and supervisors and
modifying existing supervisors and agents.
Reporting supervisors
Each agent must be assigned to a supervisor. The supervisor
is notified when the agent presses the Emergency key
!
has keys on his or her phoneset that are mapped to the agent keys
!
Supervisors can view all reporting agents on their real-time displays.
Senior supervisors
Senior supervisors can view all real-time displays associated with supervisors,
as well as view all call center operations under all supervisors.
Supervisors and real-time displays
When supervisors view real-time displays, they can filter the displays to show all
reporting agents, or only reporting agents who are logged on.
Supervisors and reports
The agent performance and short calls reports are sorted by supervisor.
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Standard 2.0
Symposium Express Call Center