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INDeX Agent Assist

Supervisor Manual

38HBK00001SCR - Issue 1 (11/00)

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Summary of Contents for INDeX Agent Assist

Page 1: ...INDeX Agent Assist Supervisor Manual 38HBK00001SCR Issue 1 11 00 ...

Page 2: ...roduction 3 Using the Supervisor 4 Installing the Supervisor 4 Starting the Supervisor 4 Selecting Changing the Server 5 The Supervisor Displays 6 Compact Display Mode 6 Full Display Mode 7 Viewing Messages 8 Configuring the Supervisor 9 Selecting a Different Service 9 Setting the Service Options 10 Index 11 Contents ...

Page 3: ...d the answers recorded onto forms or into a database The Agent Assist Supervisor allows you to view the status of the messages received by an Agent Assist service If necessary you can run several copies of the Supervisor each showing a different Agent Assist service The Supervisor program can be used in compact or full display modes It can also be set to stay visible on top of other windows Superv...

Page 4: ...cate and click on the icon 2 The Supervisor connects to the service on the Agent Assist Server that it previously used If this is the first time that the Supervisor has been run on the computer it may display a Find Server menu See Selecting Changing the Server on page 5 After selecting a server the Supervisor may display the Service Selection menu see below Normally the first Supervisor you start...

Page 5: ...during installation However that may not always be the case 1 Switch the Supervisor to full display mode if necessary by clicking on the button 2 Click on the Change button shown next to the current Service The Service Selection menu should appear 3 Click on Search to begin a search for all available servers Highlight the required server and then click on Connect 4 If the required server does not ...

Page 6: ...rdue If a message becomes overdue ie not marked as processed within the time limits set for the service the time overdue is shown here The adjacent colour box also show whether there are overdue messages by changing colour Note that overdue time is based on the working hours set for the services and not the time since the message was left Green No messages overdue Amber Messages overdue Red Messag...

Page 7: ...e number of messages and their differing statuses Each message type also has a coloured dot which changes colour when certain threshold limits are reached View Msg Clicking this button gives you access to a series of menus containing information about the individual messages See Viewing Messages on page 8 Options Clicking this button gives access to a range of supervisor display options for the cu...

Page 8: ...View Msg A list of the messages held by the service appears 3 To show the details of a particular message first select it by clicking on it or entering its message number in the box Then click on Msg Details 4 This menu gives a brief summary of the message s properties To see the full history of the message click on History 5 This menu shows the history of the message You can click on any of the e...

Page 9: ...xt to the current Service The Service Selection menu should appear Services shown with an icon other than may no longer exist on the Agent Assist server or may be on a server currently not connected If required those services can be removed from the list by highlighting them and then clicking on De register 3 Click on the required service Then click on Select 4 If the required service is not shown...

Page 10: ...sages Processed colour dot shown in full display mode Unprocessed Applied to the Messages Unprocessed colour dot shown in full display mode Allocated Applied to the Messages Assigned to an Agent colour dot shown in full display mode Reminder Applied to the Messages with Reminder colour dot shown in full display mode Overdue Warning In addition to the Overdue field in the Supervisor display the Sup...

Page 11: ...llation 4 L Language 7 M Message Details 8 Message Event Details 8 Msg Details 8 N New 6 10 O Options 10 Overdue 6 Overdue Warning 10 P PC requirements 4 Processed 10 Q Questions 3 R Reminder 10 Running the Supervisor 4 S Search 5 9 Select Service 4 9 Server 3 5 Server selection 5 Service 7 Service Selection 4 Services 3 9 Starting the Supervisor 4 Statistics 7 T Taskbar 4 Threshold values 10 Time...

Page 12: ...information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This confidential document is the property of Avaya and without its prior written consent may not be disclosed to a third party nor copied Copy...

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