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 |
