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CHAPTER 2 GENERAL INFORMATION
2.6.2 Supervisory Position
1. Function
The supervisory position is equipped with the agent position functions and the display terminal. It is used
as the supervisor of splits to manage the ACD system operations by overriding calls to agent positions, call
monitoring, agent position status display, etc.
The supervisor position consists of an ACD agent position and a display with keyboard (MIS terminal).
Some supervisor positions are not equipped with the MIS terminal.
Figure 2-3 Supervisory Positions
ACD Supervisory Position
MIS Terminal
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