Manual Siemens myAgent (page 4 of 92) (English)

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A31003-P3010-U106-16-7619, 03/2014

4 myAgent, User Guide

Contents

5.5 Wrapup time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

5.5.1 How to Extend the Wrapup Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

5.5.2 How to End the Wrapup Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

5.6 Agent Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

5.6.1 How to Execute a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

5.6.2 How to Close a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

5.6.3 How to Reschedule a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

5.7 Recording Calls and Requesting Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

5.7.1 How to Record Calls as an Agent with the Agent Authorization Level . . . . . . . . . . . . . . . . . . . . . . . . .29

5.7.2 How to Request Assistance from Agents with the Supervisor or Administrator Authorization Level. . .30

5.8 Call Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

5.8.1 How to Initiate a Call Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

5.8.2 How to Make a Call from the Caller List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

5.8.3 How to Make a Call from the Internal Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

5.8.4 How to Make a Call with an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

5.8.5 How to Place a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

5.8.6 How to Configure the Transfer Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

5.8.7 How to Transfer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

5.8.8 How to Transfer a Call to a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

5.8.9 How to Transfer a Call to a Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

5.8.10 How to Transfer a Call with an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

5.8.11 How to Pick up a Call for an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

5.8.12 How to Accept a Call with an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

5.9 Caller list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

5.9.1 How to Display the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

5.9.2 How to Display the History of a Caller in the Caller List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

5.9.3 How to Display the History of a Fax Sender from the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

5.9.4 How to Display the History of an E-mail Sender from the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . .39

5.9.5 How to Listen to the Recording of a Caller from the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

5.10 Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

5.10.1 How to Start a Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

5.10.2 How to End a Break. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

5.11 Displaying Queue Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

5.11.1 How to Display Queue Details (Wallboard) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

5.12 Grade of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

5.12.1 How to Display the Grade of Service Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

5.13 Average Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

5.13.1 How to Display the Average Times Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

6 Functions for Agents with the Supervisor or Administrator Authorization Level . . . . . . . . . . . . . . . . .43

6.1 Agent Assignment (Binding) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

6.1.1 How to Customize the Display of the Agent Binding List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

6.1.2 How to Assign an Agent to a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

6.1.3 How to Edit an Agent Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

6.1.4 How to Move an Agent to Another Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

6.1.5 How to Remove an Agent from the Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

6.1.6 How to Change the Status of an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

6.2 Monitoring Calls and Requesting Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

6.2.1 Recording Calls as an Agent with the Supervisor or Administrator Authorization Level . . . . . . . . . . . .51

6.2.2 How to Save the Recording of a Call as a WAV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

6.2.3 How to Send the Recording of a Call by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

6.2.4 How to Save a Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

6.2.5 How to Send a Fax by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

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