Call Center - Supervisor Functions

Last Updated: 06/28/2017

Supervisor Functions

Add a Skill to an Agent

Although the agents of any particular Call Center must be included in the original programming of the Call Center, the supervisor must ensure that each agent has been assigned an appropriate "Skill" designation. The skill addition process can be initiated through the use of a button or a code.

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

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Press Add Skill Button or Dial 153

Dial Tone
3. Enter 5-Digit Agent Login ID Number Dial Tone
4. Enter 3-Digit Skill Number + # Dial Tone
5. Enter Preference Number (1-16) + #

Preference is used to indicate the relative order in which calls should be distributed across available Agents where 1 = High and 16 = Low.
Confirmation Tone

Remove a Skill from an Agent

If the supervisor wants to remove an agent from the Call Center, he/she can do so by removing the appropriate "Skill" from that agent. The deactivation process can be initiated through the use of a button or a code.

Starting position: Supervisor is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Press Add Remove Button or Dial 154

Dial Tone
3. Enter 5-Digit Agent Login ID Number Dial Tone
4. Enter 3-Digit Skill Number + # Confirmation Tone

Observe an Agent

In order to evaluate the quality of service that any particular agent is providing, the supervisor can monitor that agent's interaction with callers. The observation process can be initiated through the use of a button or a code.

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

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

-or-

1. Lift Handset from Cradle Dial Tone
2. Dial 159 Confirmation Tone

Recording the Busy Announcement

Because the initial announcement that callers hear when placed in the waiting queue is personalized to each Call Center, the supervisor will want to be able to record, listen to and verify the accuracy of the announcement. This function allows him/her to do so without actually having to enter the waiting queue. The verification process can be initiated by performing the following steps:

Starting Position at the Supervisors phone: Supervisor is logged-in and Handset is in the Cradle

You Do You Hear
 

1. Lift handset from Cradle

Dial Tone

2. Enter 198

Dial Tone

3. Enter 5-Digit Announcement

Dial Tone

4. Enter 1

Beep

5. Record Announcement

 

6. Press # key to end

Dial Tone

7. Press 2 to replay

 

Verify the Busy Announcement

Because the initial announcement that callers hear when placed in the waiting queue is personalized to each Call Center, the supervisor will want to be able to listen to and verify the accuracy of the announcement. This function allows him/her to do so without actually having to enter the waiting queue. The verification process can be initiated by dialing the 5-digit Announcement Code.

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

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Enter 5-Digit Announcement

Recorded Announcement

Remove/Return Call Center to Service

In order to accommodate non-standard Call Center Closures for holidays, meetings, emergencies, the supervisor must be able to remove the Call Center from and return it to service. This function is accomplished by adding a special "Closure" skill to their own agent profile.

Remove a Call Center from Service

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

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Press Add Skill Button or Dial 153

Dial Tone
3. Enter 5-Digit Agent Login ID Number Dial Tone
4. Enter 3-Digit Skill Number + #

The Closure Skill will be the same as the normal Skill but will end with a 9. As an example, the Closure Skill for Skill100 would be 109.
Dial Tone
5. Enter Preference Number (1-16) + # Confirmation Tone

Return a Call Center Service

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

You Do You Hear
 

1. Lift Handset From Cradle

Dial Tone

2. Press Remove Skill Button or Dial 154

Dial Tone
3. Enter 5-Digit Agent Login ID Number Dial Tone
4. Enter 3-Digit Skill Number + #

The Closure Skill will be the same as the normal Skill but will end with a 9. As an example, the Closure Skill for Skill100 would be 109.
Confirmation Tone