Nortel Networks Wireless Office Headset P0605665 03 User Manual
Chapter 14 Monitoring Call Center call activity 185
Nortel Networks Call Center Set Up and Operation Guide
Monitoring skillsets
Use ≤·‚· (Display Waiting Calls) to view information about skillsets and the calls
waiting in skillsets. The table below describes the information in each display.
waiting in skillsets. The table below describes the information in each display.
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can
then ask qualified agents to log on to the busy skillset.
then ask qualified agents to log on to the busy skillset.
To monitor skillsets
1
Press ≤·‚·.
The skillset display for skillset 1 appears.
Display
Description
Skill 1: Enabled
the skillset number and the status of the skillset.
The status can be Enabled, Disabled or Uninit (uninitialized).
1: 6 agents
the skillset number and how many agents are currently logged on to the skillset
1: 10 calls
the skillset number and the number of calls waiting in the skillset
1: wait 9:45
the skillset number and the longest time a call has been waiting in the skillset.
On a one line display
telephone press
telephone press
On a two line display telephone
press
press
To
⁄
⁄
or
GOTO
enter the number of the skillset you want to
monitor
monitor
¤
¤
or
SKILL
monitor the next enabled skillset
‹
or
fl
‹
or
fl
or
NEXT
go to the next skillset
›
›
or
PREV
go to the previous menu
£
£
go to the next menu
•
•
cancel the session
®
®
exit
Note: If at any time during a monitoring session you press a programmed memory key
your monitoring session ends. Do not press a memory key unless you want to end your
monitoring session.
your monitoring session ends. Do not press a memory key unless you want to end your
monitoring session.