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Table of
contents Call Center - Supervisor
Application
Chapter 1
General Overview
Chapter 2
Agent Supervision
Chapter 3
Call and Group Supervision
Chapter 4
Display Customization
1 General Overview
This document is the user manual of the Supervisor application. It applies to OXO Connect and OXO
Connect Evolution.
1.1.1 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 the status of agents assigned to telephones: free, on a break, post-processing or busy
• Observe agent activity
• Observe agent activity rate (displayed as percentage)
• Observe the status of groups defined in the Call Center
• Observe group activity: number of calls waiting, received, processed, abandoned, deterred, number
of transactions conducted
Manage Call Center activity
You can intervene to:
• Modify agent status: on duty, off duty, clerical work or temporary absence
• Modify group status: open or closed
• Assign agents to groups
• Modify agents belonging to groups
Customize the display of the Supervisor main window
Note:
The supervisor can also act as an agent. However, the Supervisor application cannot under any circumstances
replace the Agent application.
1.1.2 Limitations
The Supervisor application is not Windows like. The consequences are:
• The display font size for PC desktop screen must remain the default value (100%) to guarantee a
good display of all ACD application layouts
• A mouse right click on the application icon on windows tasks bar has no effect (no contextual menu
is proposed)
In addition, the minimal display resolution of the screen must be: 1024 x 768 pixels
To exit the Supervisor application, click on in the upper right-hand corner of the window to close
the application window.
You are now disconnected from the Supervisor application.
Note:
The first application (Statistics or Supervisor) which connects saves the password for both applications, so that
when the second application connects, the password is not requested.
• The placing of group and agent icons in the monitoring area can be modified.
For more information on the customization of the display, see: Display Customization on page 19
Color Meaning
7. A graphic labelled D (D for Dissuasion). It indicates when the group is not ready. Calls are routed to
a dissuasion resource
Available operations
From the group status view, you can:
• Display the group activity (see: Displaying Group Activity on page 15)
• Display and modify the list of agents belonging to the group (see: Displaying Agents Belonging to a
Group on page 17)
• Change the group status (see: Changing Group Status on page 17)
2
6
3
Being routed The agent 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
Idle The agent has just hung up after an ACD call. Agent is then
given an idle period before another ACD call is sent
Clerical work The agent withdraws temporarily from the call distribution
chain. Following an ACD call, the agent may need to assess
the call (for example, fill out a customer information screen)
Temporary ab- The agent has temporarily gone off duty for a break. Periods of
sence temporary absence are not considered as work time.
No answer The agent does not answer an ACD call. Two scenarios are
possible:
• If the parameter Agents That Do Not Answer Are
Automatically Removed has been activated, the agent is
taken off duty.
• If the parameter Agents That Do Not Answer Are
Automatically Removed has not been activated, the agent
stays off duty for the time period defined in the parameter
Duration of an Agent’s Temporary Removal After
Failure To Answer before being switched back to Awaiting
Call status.
Note:
The parameters Agents That Do Not Answer Are Automatically
Removed and Duration of an Agent’s Temporary Removal
After Failure To Answer are configured by the system
administrator.
Faulty The agent has not dialed a correct directory number or the
agent's set is out of service
Off duty The agent has withdrawn from all ACD groups or the agent has
no associated set. The agent is no longer available to take
ACD calls
4. Agent identity number
5. Agent activity rate (%)
6. The Force automatic call answer feature is enabled for this agent
Available operations:
Display:
• The Click2Call Log to export its information
filtered by start and end date in a CSV
format file
• The SCR traces to export its information in
a CSV format file
2 Agent Supervision
Group parameters
Call parameters
Reminder:
ACD agents' log are stored locally on the Agent's PC file system
Click2Call log are stored on the Call Server file system running with SD-CARD or Hard-disk.
The window displays the list of agents belonging to the group with their status view. If necessary,
you can remove one or several agents from the group.
2. To remove an agent from the group, deselect the option checkbox of the corresponding agent status
view
3. Click another part of the monitoring area to exit this window
4 Display Customization
In the monitoring area, the symbol appears at the bottom right of group and agent status views
2. Point the mouse cursor on the group or agent to move
3. Click (left mouse button) and drag the selected group or agent to its final position
Note:
This feature is only available when the Specific option is validated in the application settings (see screenshot