NIGHT SERVICE

The split supervisor presses this button to send all calls to night service. The night service can be trunk group night service or split night service. There are separate buttons for each type of night service.

SERVICE OBSERVE

The supervisor presses the service observing button and enters an extension to observe. This can be a VDN extension, station extension, or a logical Agent ID extension. The Service Observe feature permits the supervisor to check the call-handling techniques of an agent. The phone can also be assigned the serv-obsrv or sip-sobsrv button so that the supervisor can listen to conversations of another agent. This capability is useful for agent training. Service Observing can be set up for listening only or for both listening and talking.

The supervisor can press the so-coach button or the Coach soft key on SIPCC endpoints while observing a call to coach the agent by whispering advice to the agent without the customer hearing the conversation between the supervisor and the agent.

Supervisors can coach only if the following conditions are fulfilled:

• The supervisor is Service Observing an ACD agent in Listen-Only or Listen & Talk modes and not in the No-Talk mode.

• The supervisor is Service Observing an active call, which is not on hold.

• Supervisors must always be observing a call before trying to coach a call. For conference calls, prior to Release 8.1.1, coaching on a conference call was blocked. With Release 8.1.1, if the Coach on SSC option is enabled, supervisors can coach agents using the Service Observing Coach functionality even while the call is being recorded by recording applications that use the invisible ASAI SSC option to record calls. Prior to this option being available, supervisors could not coach agents on any call that was being recorded. If the Coach on SSC option is disabled, agent coaching continues to be blocked on any other conference call. Note that if the call is an invisible ASAI SSC call, the phone displays for the other parties on the call do not say Conference.

VU STATS

Split supervisors and agents with display telephones press this button to view agent, split or skill, VDN, or trunk group data similar to that reported by CMS.