Supervisor Observe Key

[backnine]

I have an ACD Supervisor who has 10 agents in her Cue, she wants to observe those agents when they are on calls. I have programmed the agents ID's on here phone but only 8 appear. When ever I try to add additional agents it takes the programming but the agents do not appear on the phone. Any ideas?

 

[spanton]

Not understanding why you have to program the extension on her phone. if they are setup in the same queue, you should only have to program "OBV" on her phone. To observe she would press the "OBV" key and the agent position ID. What ACD platform do you have?

 

[KE407122]

For some reason Symposium 4.2 AGT Keys were by Agent ID only rather than Position ID. Oh you could still program it up as a Position ID but once that agent logged out and another logged in it wipes out the key. (AGT --Blank--) If defined as a key assignment on the Supv console within the USER profile in Symposium it will rewrite over the AGT pos id. Are the two agents assigned to this supervisor in Symposium?








KE407122

 

[Johnthephoneguy]

To use OBSERVE the agents do not have to be assigned to that supervisor. Simply press the observe key on the supervisor phone and enter the position ID. It doesn't matter who logs into where or what phone, the OBSERVE works off the position ID not the Agent ID.

That is how most recording processes work in Call Centers, the recorder software is actually "observing" the agent, and of course we don't assign agents to the call recorders.

 

[backnine]

In order to just press the observe key and the agent key, I had to program the supervisor and what key on the supervisor phone the agent is assigned to. Once I did that the agent ID stays on the phone. This is the symposium lite 4.2, I have heard that the bigger symposium does not work this way.

 

[Milesprower]

Observe is a switch feature and should work the same regardless of Symposium version. The key is to observe by the position ID of the Agent. This is shown on the Agent Real Time Display.

 

[bluemilkyway1982]

Hi Milesprower,

Sorry, I still don't know how I can check on Agent Real Time Display.

 

[joynew68]

I am sorry not fully clear what have you tried so far.
I would programm Supervisors keys in PBX just like AGT i.e.
key 12 AGT
key 13 AGT
.....
Then assign Agents to Supervisor's keys just in Symposium.

joy