Forum™ 700 Call Center - Supervisor Application User Manual
Contents
1. Procedure Click on x in the upper right hand corner of the window to close the application window You are now disconnected from the Supervisor application 1 1 2 The Supervisor application interface 1 1 2 1 Presentation of the interface The Supervisor application contains three types of screen A screen for observing agents or groups A screen for customizing how the observation windows are displayed 1 2 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application General overview A screen for observing line status ACD ports 1 1 2 2 Agent or group observation screen This screen provides real time information on agent sets on groups and agent activity rates screen refreshing every second It has the following areas upper area Agent Activity Rate area Call Distribution area Upper area The upper area provides general information on agents in the form of a table such as their number their set number and their name plus real time information the groups they belong to order of priority in groups activity rate agent status connection of the Agent application E DE Orm LC Observation of agent activity 165 Acd1 67 ACD busy 1 1 0i 2 168 ACD 2 1 02 ox I Ringing 3 166 ACD3 1 03 68 ACD busy 4 163 ACD 4 1 04 63 ACD busy 5 134 ACD5 1 05 64 ACD busy 6 ACD 6 1 06 2x Off duty 7 172 ACD 1 07 44 ACD busy 8 172 ACD8 1 08 43 AC D busy 9 170 ACDS 1 09 63 ACD busy 102. Ed 06 March 2008 Call Center Supervisor Application
3. deterred number of transactions conducted Observe line status ACD ports Manage Call Center activity You can also intervene to Change agent status by placing them on duty off duty on clerical work or temporary absence Change status of a group by opening or closing it Assign agents to groups Change the priority of agents in groups Customize the display of the Call Center observation windows You can Customize the Call Distribution screen Customize the agent activity rate graph Note The supervisor can also act as an agent However the Supervisor application cannot under any circum stances replace the Agent application 1 1 1 Connecting and disconnecting 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 1 1 Chapter 1 General overview 1 1 1 1 Connecting to the Supervisor application Procedure 1 On the desktop click the Supervisor Console icon The connection properties window appears TV Connection properties x Server name fp Screen text language English nee coes 2 In the Server Name field enter the server name or IP address From the Screen text language drop down menu select the language in which the screens will be displayed 4 Confirm by clicking OK The supervision window is displayed and you are now connected You can now supervise the activity of the Call Center 1 1 1 2 Disconnecting from the Supervisor application
4. D EAU REDO 4 1 Chapter 5 Display customization Customize the Call Distribution screen 0 0000 ee 5 1 Select agents by group on cece ce ceeeeeceeceeeeeeeeeeeaeeteeeeteteeeees 5 2 Select agents on an agent by agent basis 0 5 2 Customize the agent activity rate graph 0 000 ee 5 2 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application E Chapter 1 General overview 1 1 Presentation of the Supervisor application The Supervisor application allows you to view real time information on the activity of the Call Center and to simultaneously change parameters the status and assignment of agents groups and ACD Automatic Call Distribution calls You therefore have real time access to information such as the number and status of the agents connected the number of calls waiting of calls deterred or lost and the status and composition of groups Functions The Supervisor application can be used to perform the following operations Observe Call Center activity The Supervisor application provides a tool which can be used to immediately check the status of your team In real time you can Observe agent parameters Observe the status of agents assigned to telephones free on a break post processing or busy Observe agent activity Observe agent activity rates displayed as a graph Observe call distribution number of calls waiting received processed abandoned
5. delete all agents Click the Delete All Agents button All agents disappear from the List of Selected Agents area 2 Click OK to confirm the data and close the customization window The observation window of the Supervisor Console is displayed The table shows how it has been customized 5 4 Customize the agent activity rate graph Customization of the agent activity rate graph consists of Changing the view percentage of T1 and T2 activity thresholds Changing the gridlines of the graph 5 2 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Display customization Access Click the Parameters button The customization window appears Procedure Inthe Threshold area 1 Check the View box to display T1 and T2 thresholds on the activity rate graph 2 In the fields T1 and T2 enter the required value T1 and T2 indicate quality of service allowing rapid analysis of activity rates Note T1 and T2 can be used to change the view thresholds of the agent activity rate Inthe Gridlines area 1 Select the type of gridline required by checking the boxes None Vertical Horizontal or Both 2 Click OK to confirm the data and close the customization window The observation window of the supervision console is displayed The graph is displayed with the new customization 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 5 3 Chapter 5 Display customization 3EH21056UCAA
6. 08 Call Center Supervisor Application 1 1 2 3 General overview Note 2 To switch from the Agent screen to the Group screen click the corresponding button at the bottom of the observation screen Note 3 For more information see sections Observe call distribution and Group parameters Customization screen Click the Parameters button The customization screen appears This screen allows you to customize how the observation windows are displayed It has the following areas area for selecting agents and groups area for displaying the agents and groups selected area for displaying the parameters of the agent activity rate Area for selecting agents and groups This area is used to select the agents or groups which will be displayed in the observation windows Agent By group C Specific Group TUIS Bm WIN E E Ni on om an Agent used to choose the selection mode for agents and groups e By group used to select agents by group e Specific used to select agents on an agent by agent basis Group used to select the groups to be displayed in the group observation screen Area for displaying the agents and groups selected This area shows a list of the selected agents to be displayed in the observation screens and a list of all the agents if the Specific option is selected in the agent and group selection area Area for display parameters of the agent activity rate 3EH21056UCAA Ed 06 Ma
7. 167 ACD 10 1 10 ox I Ringing 11 171 ACD11 13 nn 69 ACD busy From this table you can Consult agent parameters Observe agent status in real time You can also perform the following tasks as required Change the status of one or more agents Assign agents to groups Change the priority of agents in groups Agent Activity Rate area This area displays the agent activity rate as a customizable bar chart or graph 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 1 3 Chapter 1 General overview Agent activity rate 1 hour Agent number From this table you can Observe agent activity rates Note 1 This screen can be customized Call Distribution area This area shows the distribution of ACD calls to ACD groups in the form of a table The columns represent the groups selected in the display parameters The rows represent the call and group parameters Observation of group activity 1 134 Acd1 1 m 90 ACD busy 2 168 ACD 2 1 02 ox I Ringing 3 166 ACD 3 1 03 94 ACD busy 4 169 ACD4 1 04 49 Not available 5 169 ACD5 1 05 43 ACD busy 6 171 ACD6 1 06 96 ACD busy 7 172 ACD 1 07 53 ACD busy 8 172 ACD8 1 08 52 Not available a 170 ACD 3 1 09 95 ACD busy 10 167 ACD 10 1 10 0 Awaiting call 11 165 ACD11 1 11 94 ACD busy From this table you can Observe call distribution real time traffic Change group status if necessary 1 4 3EH21056UCAA Ed 06 March 20
8. Application Call and group supervision Status of group n 1 Closed Manual Open Manual C Automatic on time slot Ok Cancel 2 Select one of the following status values e Open Manual group forced open e Closed Manual group forced closed e Automatic On Time Slot group open in accordance with time slots 3 Click Apply to confirm the data then OK to close the window The status of the group is changed in real time 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 3 5 Chapter 3 Call and group supervision 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Chapter 4 Line observation 4 1 Observe line status The Supervisor application allows supervisors to access real time information on lines ACD ports so that maintenance can be carried out Access To access the observation screen click Lines Note For more information see section Line status observation screen Presentation This screen shows the activity of the server lines in real time with screen refreshing every second The screen shows The line number between 1 and 14 The line status It is indicated by a coloured square to the right of the line number The lines can have one of the following four status values e free represented by a green square e incoming call represented by a yellow square with a gt sign e outgoing call represented by a yellow square with a lt sig
9. Forum 700 Call Center Supervisor Application User Manual Th r sunueenn i Hi eloacom Legal notice Belgacom and the Belgacom logo are trademarks of Belgacom All other trademarks are the property of their respective owners The information presented is subject to change without notice Belgacom assumes no responsibility for inaccuracies contained herein Copyright 2008 Belgacom All rights reserved The CE mark indicates that this product conforms to the following Council Directives 89 336 CEE concerning electro magnetic compatibility 73 23 CEE concerning electrical safety 1999 5 CE R amp TTE CE Table of contents Call Center Supervisor Application Chapter 1 General overview 1 1 Presentation of the Supervisor application msmsmmmmeee 1 1 1 1 1 Connecting and disconnecting ssmmsmssssssrssrsrrrrsssersrserrresserrnrnrreesrsn ren norsn nonan 1 1 1 1 2 The Supervisor application interface 2 0 eee eee eeeeeeeeeeeneeteeeaes 1 2 Chapter 2 Agent supervision 2 1 Agent parameters nnsssssmnmmsusssrsrererrernsrsrsrrsrrrn rer anser seen anar en ennen ennen anna 2 1 2 1 1 Observe agent parameters Llmmnesssssssssssssrrrrsrrrresesrsssersrssrsr rann rss ears sr annan sno ann 2 1 2 1 2 Observe agent status inssnnssnnssssesrsressssrsssrrsrsrrrrennrrennrrsr tnter errors rr rr s nr asarna oo nn 2 1 2 1 3 Change agent status inesssssssssssssrsresesrrsserrrssrrrrnnnrrsnn reser nr r rss
10. ach agent the agent activity rate corresponds to the ratio between the time spent on ACD calls in the selected time slot and the period of time used to calculate activity rates 1 hour or 1 2 hour The data displayed on agent activity rates can be changed by customizing the Agent Activity Rate graph Note Agent activity rates are also displayed as a percentage in the Rate column of the agent observation table in the upper area of the window 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 2 5 Chapter 2 Agent supervision 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Chapter 3 Call and group supervision 3 1 Group parameters 3 1 1 Assign agents to groups The Supervisor application allows you to change the content of groups by moving an agent from one group to another depending on the call load in the queue the duration of calls or the workload observed Access Access the upper area listing agent parameters using the agent or group display screen Procedure 1 In the Status column of the table click the cell corresponding to the agent whose parameters you want to change The Parameters of agent n X window appears Parameters of agent n 3 1 2 5 6 7 8 Go VF FE Ko ET KT a Rank 3 BRB BRB B Station 100 Name Paul Status Off duty Ok Cancel Apply 2 In the Groups field check or uncheck the boxes corresponding to t
11. displayed in the next to last column of the table Presentation The Status column displays the status of each agent s set in real time The set status can have the following values Onduty The agent is at his set A set which is in service can have several different status values depending on the agent s activity Temporary Absence The agent has temporarily gone off duty for example for a break Clerical Work Following an ACD conversation the agent may for example need to assess the call fill out a customer information screen etc he temporarily withdraws from the call distribution chain Off Duty The agent has withdrawn from all ACD groups or the agent has no associated terminal Note An agent observed as off duty on an isolated basis can very easily have an activity rate of 80 for the hour currently being observed Change agent status The Supervisor application allows you to change the status of agents in real time as required For example if lots of calls suddenly arrive you can change the status of agents so that they remain on duty and take calls Access From the agent or group display screen access the upper area listing agent parameters Procedure 1 In the Status column of the table click the cell corresponding to the agent whose parameters you want to change The Parameters of agent n X window appears 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Agent supervisio
12. he groups to which you want the selected agent to be assigned 3 Click Apply to confirm you choices then OK to close the window The changes are taken into account by the system and the agents new parameters are shown in the table 3 1 2 Change the priority of agents in groups 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 3 1 Chapter 3 2 3 2 1 Parameters of agent n 3 3 Call and group supervision Access From the agent or group observation screen access the upper area listing agent parameters Procedure 1 In the Status column of the table click the cell corresponding to the agent whose parameters you want to change The Parameters of agent n X window appears ee 5 6 7 Goup IV V C ET T r W 3 4 Rak BB B BRB BRB Station 100 Name Paul Status Off duty v gu Ok Cancel Apply 2 In the Rank field below each group enter a figure that corresponds to the rank that the agent should hold in that group Note The rank of the agent can be specified even for groups that he is not currently assigned to 3 Click Apply to confirm the data then OK to close the window The changes are taken into account by the system and the new parameters of the agent are shown in the table Call distribution Observe call distribution Access From the agent or group observation screen access the Call Distribution area Presentation The Call Distribution area lists the follo
13. lculated in relation to calls coming into the ACD 3 2 3 Call parameters Presentation Call parameters can have the following values Calls Answered Number of ACD calls transferred to an agent and resulting in a conversation being started even if the conversation time is 0 seconds regardless of the group called or through overflow Calls Being Routed Number of calls being connected to an agent but not yet put through Waiting Time lt Overflow Time Number of calls waiting for a period of time less than the Overflow Time where the 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 3 3 Chapter 3 Call and group supervision Overflow Time represents the overflow time delay defined for each ACD group by the system administrator Note 1 An agent is searched for only in the group requested Waiting Time gt Overflow Time Number of calls waiting for a period of time greater than the Overflow Time Note 2 An agent is searched for in the group requested and possibly in the overflow group if the latter is entered In Queue gt S1 If the parameter Waiting Begins Before Overflow Time Delay is checked e In Queue gt S1 Number of calls where the waiting time is longer than S1 where 1 is a threshold defined by the system administrator allowing the determination of service quality criteria In this case counting of the queue time for the statistics starts as soon as the call enters the
14. n Parameters of agent n 3 ge gu 5 6 8 B B Status Off duty Ok Cancel Apply 2 From the Status drop down list select the status that you want to assign to the agent Off duty On duty Clerical work Temporary absence 3 Click Apply to confirm the data then OK to close the window The changes are taken into account by the system and the new parameters of the agent are shown in the table 2 2 Agent activity 2 2 1 Observe agent activity You can observe the real time activity of agents selected for display in the observation windows and know for example whether an agent has incoming calls whether he is in conversation has taken a break or is unavailable Access From the agent or group observation screen access the upper area listing agent parameters Agent activity can be observed in the Status column the next to last column of the table Presentation When in service the status of an agent s set can have one of the following values Awaiting Call The agent assigned to an ACD group is likely to answer the next ACD call No Answer A call has been sent to an agent who does not answer Two scenarios are possible e If the option Agents That Do Not Answer Are Automatically Removed has been activated the agent is taken off duty 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 2 3 Chapter 2 2 2 2 Agent supervision e Ifthe option Agents That Do Not Ans
15. n fault represented by a red square The application used by the lines in real time in the case of ACD calls 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 4 1 Chapter 4 Line observation 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Chapter 9 Display customization 5 1 Customize the Call Distribution screen Access Click the Parameters button The customization screen appears U Supervisor Console a Seer IS RR OS AD poe Doe vor Ist of selected agerts Agent 01 Acd 1 02 ACD 2 Byoroup 03 ACD 3 C Spectic 14 ACD 4 05 ACD 5 06 ACD 6 Group 07 ACD 7 08 ACD 8 Vi 5 09 ACD 9 gt 10 ACD 10 3 x 11 ACD11 i Se me Threshold List of all agents 3 VV Display M Aed 1 13 25 02 ACD 2 14 26 Ti po 03 ACD 3 15 27 i 04 ACD 16 28 T2 f0 05 ACD 5 17 29 06 ACD 6 18 30 07 ACD 7 19 31 With lines 08 ACD 8 20 32 09 ACD 9 a C None 10 ACD 10 2 C Vertical 11 ACD11 3 G Horizontal 12 24 C Boh Cancel App chs2a2436 12 12 2006 15 52 Procedure You can customize the Call Distribution screen either by selecting agents by group agent area By Group option or by selecting agents on an agent by agent basis regardless of the group they are assigned to agent area Specific option 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 5 1 Chapter 5 Display customization 5 2 Select agents by group Procedure I
16. n the customization screen of the Supervisor Console 1 Select the By Group option in the Agent area then select the groups that you want to observe by checking the relevant box or boxes in the Group area 2 Click Apply The agents belonging to the group selected are displayed in the List of Selected Agents area 3 Click OK to confirm the data and close the customization window The observation screen of the Supervision Console is displayed The table displays data according to the customization parameters defined 5 3 Select agents on an agent by agent basis Agents are selected on an agent by agent basis regardless of the group they belong to Procedure In the customization screen of the Supervisor Console 1 Select the Specific option in the Agent area All configured agents are displayed in the List of All Agents area in the lower part of the window e To add an agent Select the agents you want to appear in the observation window in the List of All Agents area then click the Add Agent button or double click on the agent in the List of All Agents area The agent is displayed in the List of Selected Agents area Note Each agent must be selected individually e To delete an agent Select the relevant agent from the List of Selected Agents area then click the Delete Agent button You can also double click on the agent in the List of Selected Agents area The agent disappears from the List of Selected Agents area e To
17. nt supervision 2 1 Agent parameters 2 1 1 Observe agent parameters Access From the agent or group observation screen access the upper area listing agent parameters Presentation Agent parameters are displayed in the form of a table W Supervisor Console 10 x Op Bp mr Pry Observation of agent activity ar eee WR ee pe ee 1 165 Acd1 1 0 67 ACD busy 2 168 ACD 2 1 02 ox Ringing 3 166 ACD3 1 03 68 ACD busy 4 169 ACD 4 1 04 63 ACD busy 5 134 ACDS5 1 05 64 ACD busy ACD 6 1 06 2x Off duty 7 172 ACD7 1 07 44 ACD busy 8 172 ACD8 1 08 43 ACD busy 9 170 ACD9 1 09 63 ACD busy 10 167 ACD 10 1 10 ox I Ringing 11 171 ACD11 13 non 69 ACD busy N shows the agent s identity number Number shows the directory number of the agent s set Name shows the agent s name Groups shows the group or groups the agent belongs to Rank shows the priority rank of the agent in each of his groups Rate shows the agent s activity rate Status shows the agent s operating status PC shows the connection status of the Agent application If the agent is connected to the Agent application from a PC the corresponding box is coloured green 2 1 2 Observe agent status Access 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 2 1 Chapter 2 Agent supervision From the agent or group observation screen access the upper area listing agent parameters The status of agents is
18. queue If the parameter Waiting Begins Before Overflow Time Delay is not checked e In Queue gt S1 Number of calls waiting for a period of time greater than S1 OverflowTime In this case counting of the queue time for the statistics starts on termination of the overflow time delay and the wait before this threshold is ignored In Queue gt S2 If the parameter Waiting Begins Before Overflow Time Delay is checked In Queue gt S2 Number of calls where the waiting time is longer than S2 where S2 is a threshold defined by the system administrator allowing the determination of service quality criteria If the parameter Waiting Begins Before Overflow Time Delay is not checked e In Queue gt S2 Number of calls waiting for a period of time greater than S2 OverflowTime Note 3 The option Waiting Begins Before Overflow Time Delay is configured by the system administrat or Calls Deterred Number of calls routed to the dissuasion announcement following saturation of the queue or if no agent is defined in a given group Calls Service Closed Number of calls taking place while the group is closed 3 2 4 Change group status Access From the agent or group display screen access the Call Distribution area Procedure 1 In the table click in the column corresponding to the group that you want to change The window Status of group n X is displayed 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor
19. rch 2008 Call Center Supervisor Application 1 5 Chapter 1 General overview This area is used to customize the agent activity rate graph Threshold Vv Display Ti 30 T2 70 With lines C None C Vertical Horizontal Both Threshold used to change the view thresholds of the T1 and T2 activity thresholds in the graph e Display used to display or hide the view thresholds e 1 used to enter a T1 view threshold e 2 used to enter a T2 view threshold With lines used to change the gridlines of the graph e None displays the graph without gridlines e Vertical displays the graph with vertical gridlines e Horizontal displays the graph with horizontal gridlines e Both displays the graph with vertical and horizontal gridlines 1 1 2 4 Line status observation screen This screen provides real time information on the status of lines with screen refreshing every second 1 6 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application General overview To switch from the line status observation screen to the agent or group observation screen click the Lines or Supervisor Console button at the bottom of the observation screen Note For more information see Line observation section 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Chapter 1 General overview 1 8 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Chapter 2 Age
20. sne nens rena nano n ann 2 2 2 2 Agent activity eee meen ean ene ee 2 3 2 2 1 Observe agent activity isciisesicatiedinsnciccdnaadinnentcdedanadsuedenandcecduatunbanbdinndennaunate 2 3 2 2 2 Observe agent activity rates mnosnssssssssssssrrsrsrrrrsseerssnereresnsrrsnr rer sr rs renar sno annan 2 4 Chapter 3 Call and group supervision 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application 0 1 Call Center Supervisor Application User Manual 3 1 3 1 1 3 1 2 3 2 3 2 1 3 2 2 3 2 3 3 2 4 4 1 5 1 5 2 5 3 5 4 0 2 Group parameters Lossssssnnsssrssesrereerrrrerrerrrsrsrnrrsreneneen enn ennen enten renen renen ann 3 1 Assign agents to groups isssonssrsrrrrrrrrssrrsrrrssonesnnnnnnrrrrrrrrrrrr rss rr rr rn nn nn nn nn nro ooo on 3 1 Change the priority of agents in groups 0cceceeeeeeeeeeeeeeeeeeeeeeaeees 3 1 Call distribution ornossnssssssrerssrererrersrerrsrnenern renen renen aren ennen en ae renare ennen ann 3 2 Observe Call distribution sssnsmnsssssssesserrrsrresserrrrrrrnnnrrrrrrrrnnrrr rr ren n nr rr rr rr norr nnn 3 2 Group parameters ji aicacin canta Nain dace nns enar ennen rr enn nn rann nanna nan 3 3 Call parameters ose ces eh as oe n rr r rr a RR RR RR KKR RR RR Cet 3 3 Change group status sssnnssssssesrrrsrreseerrrrrrennnrrrsrrrnnnr rr rr go acne rr nr rr rr error rn nn 3 4 Chapter 4 Line observation Observe line status Lnsnsssnnnrrssssssssrsssesssssrsssesssssss sees ss sees rs RED
21. wer Are Automatically Removed has not been activated the agent stays off duty for the time period defined in the field Duration of an Agent s Temporary Removal After Failure To Answer before being switched back to Awaiting Call status Note 1 The option Agents That Do Not Answer Are Automatically Removed and the field Duration of an Agent s Temporary Removal After Failure To Answer are configured by the system administrat or Being Routed The agent s set is reserved for a call currently being transferred to it the set is not yet ringing Ringing The agent s set rings after transfer of the ACD call ACD Busy The agent is holding an ACD conversation Idle The agent has just hung up after an ACD call He is then given an idle period before another call is sent Note 2 The idle period is configured by the system administrator Not Available The agent s set is busy with non ACD calls Faulty The agent s set is temporarily not being managed by the ACD Busy Outgoing Call The agent s set is off the hook without any dialing taking place or the agent is making a non ACD call Observe agent activity rates Access From the agent status supervision window access the Agent Activity Rate area Presentation The agent activity rate is represented as a graph 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Agent activity rate 1 hour 6 7 Agent number Agent supervision For e
22. wing elements in a table 3EH21056UCAA Ed 06 March 2008 Call Center Supervisor Application Call and group supervision Group parameters Call parameters Note For more information see Call Distribution area in section Agent or group observation screen 3 2 2 Group parameters Presentation Group parameters can take the following values Group Status The ability to force a group status to OPEN or CLOSED is indicated on the observation screens by the letter M for Manual To view these status values click on the Group Status field and select the group required The group status values are e OPEN M group forced open e CLOSED M group forced closed e OPEN group open depending on time slot or contact e CLOSED group closed depending on time slot or contact Note 1 For more information see section Agent or group observation screen Saturated Group there are too many calls and the group is overloaded A given group is shown as overloaded as follows e Group x Saturated orange no agents are free in the group the next call will be placed in the queue e Group x Saturated red the time elapsed since the group was saturated is longer than the value Time Delay With Flashing of Overload Messages defined by the system administrator Calls in Queue there is at least one call in the queue Calls Deterred at least one call has been deterred Note 2 All the percentages in the table are ca
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