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 |
|---|---|
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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 |
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-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. | |||
