Call Center - Agent Functions

Last Updated: 06/28/2017

Agent Functions

Login/Log-Out

Even though a Call Center Supervisor has assigned a particular agent the appropriate Skill(s), that agent will not be fully prepared to receive calls until they have "Logged-in" on a telephone set. The login process can be initiated through the use of a button or a code and is completed by entering a 5-digit login ID and password. The log-out process can also be initiated through the use of a button or code.

Login as an Agent

Starting Position: Handset is in the Cradle

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Press Add Skill Button or Dial 156

Dial Tone
3. Enter 5-Digit Agent Login ID Number Dial Tone
4. Enter 5-Digit Password Confirmation Tone

Logout as an Agent

Starting Position: Agent is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Press Logout Button or Dial 155

Confirmation Tone

Enter the Auto-In Mode

In order to begin taking calls, the agent must enter the "In" mode. Entering the Auto-In mode means that the agent will automatically be returned to the "In" mode and thus be available to take another call at the completion of each call. The agent may enter the Auto-In mode through the use of a button or a code.

Starting Position: Agent is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Press Auto-In Button

 

-or-

 

1. Lift Handset from Cradle

Dial Tone

2. Dial 157

Confirmation Tone

Return to Out Mode

Once in the Auto-In mode, the agent will continue to take calls until he/she again returns to the Out mode. The agent may return to the Out mode through the use of a button or a code.

Starting Position: Agent is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Press Out Button

 

-or-

 

1. Lift Handset from Cradle

Dial Tone

2. Dial 151

Confirmation Tone

Enter the Manual-In Mode

In order to begin taking calls, the agent must enter the "In" mode. Entering the Manual-In mode means that the agent will be returned to the out mode after the completion of each call and will be available to take another call only after again entering the Manual-In mode. The agent may enter the Manual-In mode through the use of a button or a code.

Starting Position: Agent is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Press Manual-In Button

 

-or-

 

1. Lift Handset from Cradle

Dial Tone

2. Dial 152

Confirmation Tone

Review Call Center Data

Agents can review real-time data about the status of their queue and the quality of service that they and their fellow Skill members are providing.

Starting Position: Agent is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Press Vu-Stats Button

 
Sample Queue Data
Status Skill=100 Queue=3 Oldest=2:31
For Skill 100, there are 3 calls currently waiting to be answered, the oldest of which has been waiting for 2 minutes and 31 seconds.
Sample Skill Data
100 C=139 QT=23 TT=2:45 AB=5
Today so far in Skill 100, 139 calls have been answered. The average time that each call waited before being answered (Queue Time) was 23 seconds. The average length of each call (Talk Time) was 139 seconds. Five (5) additional callers were placed in the queue but chose not to wait to be answered.
Sample Agent Data
Agent=41101 100 C-43 TT=3:42
So far today, Agent 41101 has answered 43 calls each of which lasted (Talk Time) an average of 3 minutes and 42 seconds.