BELGACOM Forum 700 Manuel d'utilisateur

Forum™ 700Call Center - Supervisor ApplicationUser Manual (BGC)

Icon Status MeaningOn duty The agent is logged on and ready to take ACD callsBeing routed The agent set is reserved for a call currently being trans-f

Icon Status MeaningOff duty The agent has withdrawn from all ACD groups or the agenthas no associated set. The agent is no longer available totake ACD

Button Click, to:Customize the display of the group andagent in the monitoring area. Groups andagents can be moved manually in the mon-itoring areaNot

2.1 Displaying Agent Activity1. From the monitoring area, double click the agent name of the selected agent status viewThe agent activity window opens

___change-end___Figure 2.2: Agent's Parameters Window Example2. In the Status field, use the drop-down list to select one of the following values

3.1 Displaying Group Activity1. From the monitoring area, double click the group name of the selected group status viewThe group activity window opens

see: Supervisor Application - General Overview - Group Status View3.1.2 Call ParametersCall parameters include:- Answered CallsThe number of ACD calls

- Other CallsNumber of calls: All outgoing calls (including Click2Call feature) are seen as "Other Call". Asupplementary field containing th

Figure 3.3: Group Status Window Example2. In the Status field, use the drop-down list to select one of the following values:• Open (Manual): to force

4.1 Selecting Agents to be displayed1. Click the button in the toolbar of the Supervisor applicationThe selection window opens:Figure 4.1: Group and A

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4.2 Selecting Groups to be Displayed1. Click the button in the toolbar of the Supervisor applicationThe selection window opens (see: figure: Group and

3. Click (left mouse button) and drag the selected group or agent to its final positionNote:This feature is only available when the Specific option is

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Chapter 1General OverviewSupervisor Application Presentation ...1.1Functions ...

Displaying Group Activity ...3.1Group Parameters ...

1.1 Supervisor Application PresentationThe Supervisor application allows you to view real-time information on the activity of the CallCenter and to si

guarantee a good display of all ACD application layouts- A mouse right click on the application icon on windows tasks bar has no effect (nocontextual

Figure 1.2: Supervisor Application WindowThe Supervisor application window consists of:1. A monitoring area which provides real-time information on gr

- Groups and agents can be hidden in the monitoring area.- The placing of group and agent icons in the monitoring area can be modified.For more inform

• Group x dissuasion (red): the time elapsed since the group was saturated is greaterthan the time defined in the parameter Time Delay With Flashing o