Avaya Voicemail Pro CD 4.2 700459357 Manuel D’Utilisation

Product Description
IP Office 4.2

© 2009 AVAYA All rights reserved.

Page 253

Issue 18.s.- (22 May 2009)

Supervisors in a contact center are there to manage workload. Call Center View provides the Supervisors with
the combination of real time service monitoring and resource management, allowing them to balance and
manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve
customer service and reduce costs. Call Center View contains 18 real time screens showing all aspects of the
Contact Center activity. Alarms may be set on up to 16 parameters per device, with three levels per alarms
available, ensuring that a supervisor will be informed should an exception occur, thus freeing the supervisor to
continue with other, more productive activities.

· Alarm Handling.

· BLF Details.

· Extension Activity.

· Callback Request.

 

· Trunk Group Monitor.

· Trunk Group Details.

· Real Time Status.

· Group Status (Percentage).

· Individual Trunk Details.

· Group Monitor

· Agent Group Details

· Real Time Status

· Group Status (Percentage)

· Individual Agent Details

· Percentage Time in State

· Individual Group Details

· Queue Monitor

· Individual DDI/DID Details