Section 525 - ACD/MIS Reference
Overview
576/HD-50-525
DBS 576/HD issued September 2001
OV-11
Supervisor Features
One of the benefits of the built-in ACD is the various supervisory functions
that are part of the standard ACD Package. The supervisors of course, are an
integral part of maintaining an effective call center.
The Panasonic ACD provides the Supervisor with the following tools for
efficient call control and Management.
Silent Monitor
There may be several instances where a Supervisor might need to enter an
Agent's conversation. The Panasonic ACD allows this function to work
easily, and without notice to the Agent which is sometimes desired.
Perhaps the Agent is new, and the Supervisor would like to monitor the
progress. Maybe the Agent needs help in managing a particular call. These
examples are just a few of how this feature can benefit a Supervisor.
The Supervisor can program a special key for Silent Monitoring. By
depressing this key, followed by the extension number of an Agent, the
supervisor is then in the call. Individual keys can even be assigned to
automatically dial the Agents phone for one-touch feature activation.
Supervisor System Monitoring
Through the Large Screen Telephone, the Supervisor has a myriad of
options to monitor his/her group. Entering the System Information mode on
the telephone, the Supervisor can select from the following:
•
Traffic Information
-
This screen will display Total Calls in the group,
the Maximum Wait Time, the number of Agents logged-in, and how many
Agents are available to take calls.This information gives the Supervisor
a quick and easy mechanism to monitor and manage the group
.
A sample
is shown in Figure 3.
