3com IP Contact Center SUPERVISOR QUICK REFERENCE
3Com®IP CONTACT CENTER D ESKTOP
SUPERVISOR QUICK REFERENCE
(A SUPPLEMENT TO THE IPCC DESKTOP QUICK REFERENCE)
3Com IPCC Desktop Manager Supervisor Components
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Management
applications
and menus
The 3Com IPCC Desktop toolbar displays buttons and menus
that enable you to perform supervisory tasks:
■ 3Com IPCC Real-Time Status Viewer and 3Com IPCC
Reporter buttons are enabled and let you start the
applications that allow you to view current contact center
activity and generate and view historical reports.
■ Menus on the 3Com IPCC Desktop toolbar enable you to
monitor agents and classifications, coach agents, and log
agents off the 3Com IPCC Desktop.
Viewing Alerts
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at field
Alerts panel The Alerts panel enables you to monitor certain thresholds.
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The Viewing Alerts at field in the Personal Status panel
displays the name of the node you are currently monitoring.
When a threshold has been reached, the status indicator on
the button changes from green to red.
When you click the relevant button, the corresponding status
view in Real-Time Status Viewer appears in the 3Com IPCC
workspace and the indicator on the button changes from red
to yellow, indicating that the alert has been acknowledged.
When the condition that triggered the alert is no longer an
issue, the indicator changes from yellow to green.
New button The New button opens a dialog box that enables you to create
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and send a bulletin to the teams you manage.
S
TART OR LOG ON TO
MANAGEMENT APPLICATIONS
To start 3Com IPCC Real-Time Status
Viewer:
` Click the icon on the 3Com IPCC
Desktop toolbar.
To log on to 3Com IPCC Reporter:
1 Click the icon on the 3Com IPCC
Desktop toolbar or type the URL
provided by your 3Com IPCC Center
administrator into the address bar in a
browser window.
2 If prompted, enter your 3Com IPCC
Desktop logon name and password, and
then select Enterprise from the
Authentication list.
E
XIT OR LOG OFF
MANAGEMENT APPLICATIONS
To exit 3Com IPCC Real-Time Status
Viewer:
` Click the button on the title bar of
the window.
To log off 3Com IPCC Reporter:
` Click the Logoff button in the upper-right
corner of the 3Com IPCC Reporter
window.
S
END A BULLETIN
1 Click the New button on the bulletin bar.
2 Select the type of bulletin that you want
to send.
3 If you select Message to Specific
Teams, select an option from the
corresponding menu.
■ Select All Supervised Teams to send
the bulletin to logged-on members of
all the teams that you manage.
■ Select the name of a team to send the
bulletin to all logged-on members of
that team.
4 Enter text in the Message Text field.
5 Click the Send button.
LOG
OFF AN AGENT
1 Open the Teams – Agent Status view in
Real-Time Status Viewer and verify the
agent is currently logged on to the same
node as you and is not busy with a
contact.
2 From the Log Off Agent list, select an
agent’s logon name.
3 At the prompt, click the OK button.
M
ONITOR AN AGENT
1 Open the Teams – Agent Status view in
Real-Time Status Viewer. Verify that the
agent you want to coach is logged on
and is currently handling immediateassistance voice or Web contacts.
2 From the Change State menu on the
3Com IPCC Desktop toolbar, select
Idle
→Monitoring.
3 From the Monitor list on the 3Com IPCC
Desktop toolbar, select the agent’s
logon name.
4 Listen to the conversation or view the
Web collaboration session.
5 To end the monitoring session, click the
button in the contact panel.
If you want to monitor the same or
another agent, start again at step 1.
E
XPANDED AGENT
MONITORING
` With the appropriate system
configuration and access privileges you
can monitor an agent:
■ While the agent is connected to voice
calls of any contact type, regardless of
whether the agent received or initiated
the calls.
■ While the agent is listening to voice
messages.
R
ECORDING A MONITORED
AGENT
With the appropriate system configuration
and access privileges, you can record calls
you are monitoring, coaching, or barged in
on.
` To record, click the Start Recording
button on the 3Com IPCC Desktop
toolbar.
The recording button changes from red
to green.
2•3Com IP Contact Center Desktop Quick Reference
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