Nortel NetworksメーカーP0606200 03の使用説明書/サービス説明書
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Part No. P0606200 0 3 23 Marc h 2004 Call Center Supervisor Guide.
2 P0606 200 03 Call Center Supervisor Guide Copyright © 2004 Nortel Networks All right s reserv ed. 20 04. The informati on in this document is su bject to ch ange withou t notice .
3 Call Cente r Sup ervisor Guide Call Center Supe rvisor Guide Call Cent er is an applic ation that h andles in coming ca lls a s effici ently an d economi cally as poss ible. Cal l Cent er an swe rs ca lls , then rout es th e call s to ag ents in a ski llse t tha t mo st clo sel y matc hes the n eed s of the calle r.
4 Call Center Su pervisor Guide P060620 0 03 Using Feature C odes Call Cent er age nts and sup ervis ors use Feature Co des to access Call Cente r featur es. The default F eature Codes are s hown belo w. Your Call Cent er Admini strator can pro gram Cust om Feature Code s that you use instea d.
Call Ce nt er Su perv is or Gui de 5 Call Cen ter S upervi sor Guide Monitoring cal l activity There ar e two ways that you can mon itor cal l act ivity at your c all cent er: • “Silently monitori.
6 Call Center Su pervisor Guide P060620 0 03 Monitoring tips • More t han one supe rvisor can l og on to the same ski llse t. • An agen t can be moni tored by on ly one s upervi sor at a time. Alt hough more t han one supervi sor can view the same agen t's i nformatio n at t he same t ime, only one super visor can monit or th e agent .
Call Ce nt er Su perv is or Gui de 7 Call Cen ter S upervi sor Guide 11 Press INFO to displ ay the Agent ID n umber , agent n ame, cal l state a nd the time in minutes and se conds that th e ca ll h as bee n in this sta te. C all s tate s incl ude Idle , No t Read y , and Brea k (In ca ll, Ou tca ll, Bro wse, Ans DN, Ringin).
8 Call Center Su pervisor Guide P060620 0 03 About monitoring sessions Receiving a call o n y our tele phone If y ou are monit oring an ag ent an d y ou get a call o n y our t elepho ne, the monito ring sess ion en ds if y ou a ns w er the cal l. When y ou en d you r call , yo u can press OBSV to reenter the moni toring session with the agent.
Call Ce nt er Su perv is or Gui de 9 Call Cen ter S upervi sor Guide Monitoring ski llsets Use ≤ ·‚· (Di splay Wait ing Cal ls) to vi ew info rmatio n about skillse ts and the ca lls waiti ng in skills ets. Di splay Wa iting Cal ls le ts you know when a skil lset in your ca ll ce nter get s very b usy.
10 Ca ll Cen ter Supe rvisor G uide P060620 0 03 T aking som e Not Ready time If you use ≤ ·‚° (Not Ready) , you d o not r eceive Ca ll Cen ter c alls. The Call Ce nter Ad ministra tor can progr am a Break Ti me, which ma kes Call Center au tomati cally wai t a sho rt time be fore it r outes th e next cal l to y ou.
Call Ce nter Supe rvisor G uide 11 Call Cen ter S upervi sor Guide Pr ogramming a memory button You can pro gram memory but tons f or one-tou ch acce ss to Call Cen ter feat ures.
12 Ca ll Cen ter Supe rvisor G uide P060620 0 03 Supervisor H elp With Super visor Help an agen t on a c all ca n request help fro m you by pr essing a programmed f eature button. Th e agent can se nd an ur gent reque st fo r help without i nterr upting th e call , and wit hout t he calle r being awar e of t he help re quest .
Call Ce nter Supe rvisor G uide 13 Call Cen ter S upervi sor Guide Handling Super visor help requ ests You can pr ogram t he Supervi sor Help f eatur e (F906) to a memor y butt on of your tel ephone, a nd press the programmed me mory butt on to use S upervi sor Help.
14 Ca ll Cen ter Supe rvisor G uide P060620 0 03 An exam ple of ret rieving an esc alat ed request You can progra m the Supervi sor Help feature ( ≤·‚fl ) to a memory butt on of your tele phone, and press t he prog rammed memory ≤·‚fl butto n to use Superviso r Help.
Call Ce nter Supe rvisor G uide 15 Call Cen ter S upervi sor Guide Checking skillset mailbo x es f or messages Frequent ly che ck skills et mai lboxes for message s.
16 Ca ll Cen ter Supe rvisor G uide P060620 0 03 Impor tan t conside rations about how agents use features Call Tra nsfer Agents ca n use Tr ansfer t o tran sfer a ca ll to anothe r agent, anoth er person such as a subject matte r expert, or send t he cal l back to a sk ills et.
Call Ce nter Supe rvisor G uide 17 Call Cen ter S upervi sor Guide Multiple calls Agents ca n handl e multiple call s, but o nly one call at a time c an be acti ve. If an agen t has multi ple call s, the ag ent doe s not r ece ive any new c alls fro m a sk ills et un til t he a gen t com ple tes the m ulti ple held a nd acti ve ca lls.
18 Ca ll Cen ter Supe rvisor G uide P060620 0 03.
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