• Welcome guide
This key allows the agent to configure the welcome messages, recording, activation/deactivation,
loading or playback of a welcome message.
Access to welcome message configuration involves entering the agent identifier number and a
password.
• ACR manage.
The agent can act on the distribution of the ACD calls by assigning or not assigning expertise
areas. Expertise areas can be assigned or deleted one by one or globally.
• Help
During a communication, the agent can send an assistance request to the supervisors.
This request can be accepted by a supervisor or rejected if the supervisors are absent, not
available or reject the request.
10.4 Close an agent session (LogOff)
• LogOff
• Enter your personal password.
• Apply The session is closed.
10.5 Supervisor station
The supervisor is an agent who has been assigned additional rights. In particular, he can assist the
agents, supervise agent activity, intrude or listen-in discretely on a call.
A supervisor can also perform the agent function from the same set.
10.6 Open a supervisor session (LogOn)
• Reach the 'Menu' page.
• LogOn
• Enter the identifier number.
• Enter your personal password.
10.7 Processing group- Supervisor entry/withdrawal
• Entry
• Use one of the following:
o Enter the processing group number.
o List Select the processing group from a list.
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