AltiGen comm ACM 5.1 - Manual (Page 286)

Chapter 5: Workgroup Configuration
30 AltiWare ACM 5.1 Administration Manual
• Agent ready/not-ready and wrap-up management
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Allow supervisor to redirect and change call priority in queue (ACM)
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Record inbound and outbound workgroup calls (ACM)
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Define workgroup operation hours and routing (ACM)
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Auto logout all agents after operation hours (ACM)
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Priority queuing and call distribution (ACM)
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Skill-based routing (ACM)
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Caller selectable information menu while in queue (ACM)
Agent’s Phone Operation
• Set Login (#54) and Logout (#56)
• Set Ready (#90) and Not Ready (#56)
• Set outbound WG number (#53)
Agent Desktop Application (AltiAgent)
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Real-time workgroup queue and agent statistics display
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Ability to view and check workgroup voice mail
• Set Login and Logout
• Set Ready and Not Ready
• View and pick up calls in queue
• Calls in queue alert option
• Daily performance summary
• View other agents’ status
• View caller’s IVR data and User Data
• Tag memo to a call
Supervisor’s Phone Operation
•
Listen to agent’s conversation with feature code #59
Supervisor’s Desktop Application (AltiSupervisor)
• View agent’s state
• Record agent’s conversation (ACM)
• Manage agent’s login/logout status
• Listen, barge in, or coach agent’s conversation
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View agent’s daily performance statistics
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View group’s real-time status
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View group’s daily operation result
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View calls in queue
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Be alerted to calls in queue
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Change call priority (ACM)
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Pick and redirect calls in queue