Task: administering call center agents
CentreVu CMS Administration
6-1
6
Task: administering call center
agents
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Overview
Purpose
In this task, you will find the following procedures:
•
Starting an agent trace
•
Listing agents traced
•
Changing agent skills and extension split assignments
•
Creating or applying an agent template
•
Multi-agent skill change and moving extensions between splits
•
Running a split members report
Permissions
These permissions apply to administering call center agents. See “Task:
assigning user permissions” for more information.
•
To start or stop an agent trace, you need read/write permission for
the Agent Administration command.
•
To view agents being traced, you need read permission for the
Agent Administration command.
•
To change agent skills or extension split assignments, you need
read/write permission for the Agent Administration command and
for the skills or splits affected by your changes.
•
To view skill or extension split assignments, you need read
permission for the Agent Administration command.
Summary of Contents for CentreVu CMS Administration
Page 1: ...585 210 910 Comcode 108501743 Issue 1 November 1999 CentreVu CMS Administration...
Page 12: ...About this information product CentreVu CMS Administration xii...
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