Monitoring Agents
•
The group supervisor can monitor agent activity and silently
monitor conversations. From the supervisor menu, press the Ag
(agent) Interactive button.
Allows you to select the specific agent you want, or to have the
system select an agent.
•
Enter the ID number of the agent you want to monitor, or press
Sn (scan), and the system will select an agent for you.
Indicates the selected agent and the time the agent has been in his
or her current sate.
Shows the current state of the selected agent. This agent is on an
incoming call.
10
Supervisor’s User Guide for the Scout Telephone
GCA70-345
QuickQ
Agt ID: _____
SnRtQt
Louise:
> 00:45
SCAN
SELECT
QUIT
Agnt 101:
Sn
Se
Qt
After 2 seconds
