|Title||Start Date & Time||End Date & Time|
|Service Issue Reported: OIT Service Alert Email Notifications||Friday, May 4, 2018 - 10:40am|
|Service Issue Updated: Campus Wireless||Monday, February 12, 2018 - 10:05am|
|Service Maintenance Scheduled: ARCE Wi-Fi||Wednesday, May 23, 2018 - 6:30am||Wednesday, May 23, 2018 - 7:30am|
|Service Maintenance Scheduled: Oracle Identity Manager||Thursday, May 24, 2018 - 7:00am||Thursday, May 24, 2018 - 7:30am|
|Service Maintenance Scheduled: Canvas||Saturday, June 2, 2018 - 4:00am||Saturday, June 2, 2018 - 6:00am|
Agent is a virtual identity. In other words, an agent is identified by a login and password and is assigned skill(s) that relate to the work of a certain Call Center. The agent associates his/her virtual agent identity with a physical telephone set by logging-in on that telephone. The agent controls the flow of calls to him/her by entering the "In" mode and returning to the "Out" mode. An agent would need to log-out only if they intend to associate their virtual agent identity with a different telephone set when they begin to take calls again.
Although each agent can perform same call answering functions, one agent, called the supervisor, has the ability to perform several other administrative functions as well. The following pages of this document are dedicated to is a list that further defines the functions of the supervisor and the agents.