|Title||Start Date & Time||End Date & Time|
|Service Issue Reported: WEPA Printers (Campus Cash)||Wednesday, September 18, 2019 - 2:30pm|
|Service Issue Reported: OIT Networking ITP Resource Tool||Thursday, September 12, 2019 - 8:44am|
|Service Issue Updated: Networking Outages Impacting: International English Center & Ski Hut||Friday, September 6, 2019 - 7:51am|
|Service Maintenance Scheduled: Lynda.com||Monday, September 23, 2019 - 12:01am||Monday, September 30, 2019 - 8:00am|
|Service Maintenance Scheduled: Network Switches - Building-by-Building||Monday, September 23, 2019 (All day)||Tuesday, January 28, 2020 (All day)|
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.