Avaya INDeX Agent Assist User manual

INDeX Agent Assist

Supervisor Manual

38HBK00001SCR - Issue 1 (11/00)

Contents

Supervisor Manual Page 2

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

INDeX Agent Assist Supervisor.................. 3

Introduction................................................ 3

Using the Supervisor................................... 4

Installing the Supervisor............................. 4

Starting the Supervisor .............................. 4

Selecting & Changing the Server............... 5

The Supervisor Displays............................ 6

Compact Display Mode.............................. 6

Full Display Mode ...................................... 7

Viewing Messages..................................... 8

Configuring the Supervisor......................... 9

Selecting a Different Service...................... 9

Setting the Service Options ..................... 10

Index ........................................................... 11

Contents

INDeX Agent Assist Supervisor Introduction

Supervisor Manual Page 3

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

INDeX Agent Assist Supervisor

Introduction

The INDeX Agent Assist server runs interactive voice services for external

callers. Each service asks callers a series of questions and records their

answers as a message. It then distributes those messages to agents to be

processed, ie. played back and the answers recorded onto forms or into a

database.

The Agent Assist Supervisor allows you to view the status of the messages

received by an Agent Assist service. If necessary you can run several

copies of the Supervisor, each showing a different Agent Assist service.

The Supervisor program can be used in compact or full display modes. It

can also be set to stay visible on top of other windows.

Supervisor Compact Display Mode

Supervisor Full Display Mode

The Supervisor also allows you to view details of individual messages and

the history of when it was received, first played back by an agent,

completed, etc.

Using the Supervisor Installing the Supervisor

Supervisor Manual Page 4

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

Using the Supervisor

Installing the Supervisor

Full details of installing the Agent Assist Supervisor are detailed in the

INDeX Voice Manager Installation manual.

Starting the Supervisor

The Agent Assist Supervisor is started from the INDeX Taskbar.

1. In the INDeX Taskbar, locate and click on the icon.

2. The Supervisor connects to the service on the Agent Assist Server that

it previously used.

– If this is the first time that the Supervisor has been run on the

computer, it may display a Find Server menu. See "Selecting &

Changing the Server" on page 5.

– After selecting a server, the Supervisor may display the Service

Selection menu (see below). Normally the first Supervisor you start

uses the last service to which you were connected.

3. If you start any additional copies of Supervisor, you will see a service

selection menu.

4. Select the service required and then click on Select.

Using the Supervisor Selecting & Changing the Server

Supervisor Manual Page 5

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

Selecting & Changing the Server

When run, each Supervisor needs to connect to the server where the Agent

Assist server program is running. Normally there is only one such server on

a network and the Supervisor is pointed at that server during installation.

However that may not always be the case.

1. Switch the Supervisor to full display mode if necessary by clicking on

the >> button.

2. Click on the Change button shown next to the current Service. The

Service Selection menu should appear.

3. Click on Search to begin a search for all available servers. Highlight

the required server and then click on Connect.

4. If the required server does not appear in the list or no servers appear in

the list, click on Advanced>>. Select Search Specific Machine,

Domain or Workgroup, enter Avaya and then click on Search.

Using the Supervisor The Supervisor Displays

Supervisor Manual Page 6

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

The Supervisor Displays

Each Supervisor always starts in compact display mode. Click on the >>

button to select full display mode. Click on the << button to return to

compact display mode.

Coloured boxes and dots are used in the display to show the status of

different types of messages. The threshold levels at which the colours

change can be set through the Options menu.

Compact Display Mode

This display mode provides a simple display of just the number of new

messages waiting to be processed and the time of the message longest

overdue for processing.

–Overdue :

If a message becomes overdue, ie. not marked as processed within the

time limits set for the service, the time overdue is shown here. The

adjacent colour box also show whether there are overdue messages by

changing colour.

Note that overdue time is based on the working hours set for the

services and not the time since the message was left.

–Green : No messages overdue.

–Amber : Messages overdue.

–Red : Message overdue and past urgent limit threshold set.

–New :

This field shows the number of unprocessed messages. The adjacent

colour box also indicates the number of unprocessed messages by

changing colour at set threshold levels. The threshold levels are set in

the service's options.

–Green : Number of unprocessed messages is below first threshold.

–Amber : Number of unprocessed messages is between first and

second threshold.

–Red : Number of unprocessed messages above second threshold.

Using the Supervisor Full Display Mode

Supervisor Manual Page 7

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

Full Display Mode

This display mode provides the same information as the compact display

mode plus additional message status information.

–Service :

This is the Agent Assist service for which the Supervisor is showing

details. Click on the Change button to select another service.

–Statistics :

This section displays the number of messages and their differing

statuses. Each message type also has a coloured dot which changes

colour when certain threshold limits are reached.

–View Msg… :

Clicking this button gives you access to a series of menus containing

information about the individual messages. See "Viewing Messages" on

page 8.

–Options :

Clicking this button gives access to a range of supervisor display

options for the current select service.

–Language :

This drop down menu allows you to select which language the

Supervisor display uses. Note that after changing the selected language

you must restart the Supervisor for the change to take effect.

Using the Supervisor Viewing Messages

Supervisor Manual Page 8

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

Viewing Messages

The Supervisor allows you to display a list of the service's messages and

details of individual messages.

1. Switch the Supervisor to full display mode if necessary by clicking on

the >> button.

2. Click on View Msg…. A list of the messages held by the service

appears.

3. To show the details of a particular message, first select it by clicking on

it or entering its message number in the box. Then click on Msg'

Details.

4. This menu gives a brief summary of the message's properties. To see

the full history of the message click on History….

5. This menu shows the history of the message. You can click on any of

the events shown and then on Select to show more details on a

particular event.

6. At any stage, click on Close to close the current menu.

Configuring the Supervisor Selecting a Different Service

Supervisor Manual Page 9

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

Configuring the Supervisor

Selecting a Different Service

You can change which of the Agent Assist's services a Supervisor

monitors.

1. Switch the Supervisor to full display mode if necessary by clicking on

the >> button.

2. Click on the Change button shown next to the current Service. The

Service Selection menu should appear.

– Services shown with an icon other than may no longer exist on

the Agent Assist server or may be on a server currently not

connected. If required those services can be removed from the list

by highlighting them and then clicking on De-register.

3. Click on the required service. Then click on Select.

4. If the required service is not shown it may be possible that there is more

than one Agent Assist system on your network. If that is the case then

you can select another server, see "Selecting & Changing the Server"

on page 5.

Configuring the Supervisor Setting the Service Options

Supervisor Manual Page 10

INDeX Agent Assist 38HBK00001SCR - Issue 1 (11/00)

Setting the Service Options

The options set for a service are associated with that service, ie. if you start

another Supervisor on your PC and switch it to the same service, it will

have the same settings.

1. Switch the Supervisor to full display mode if necessary by clicking on

the >> button.

2. Click on Options…. The Supervisor – Options menu is displayed.

–Threshold values :

These set when the colour blocks and dots displayed by the supervisor

should change colour.

–New : Applied to the New messages colour block.

–Processed : Applied to the Messages Processed colour dot shown

in full display mode.

–Unprocessed : Applied to the Messages Unprocessed colour dot

shown in full display mode.

–Allocated : Applied to the Messages Assigned to an Agent colour

dot shown in full display mode.

–Reminder : Applied to the Messages with Reminder colour dot

shown in full display mode.

–Overdue Warning :

In addition to the Overdue field in the Supervisor display, the Supervisor

can provide additional warnings for when messages are overdue.

–Audible :

If selected, sets the Supervisor PC to give a audible bleep when a

message becomes overdue.

–Visual :

If selected, sets the Supervisor to display a warning message on

screen when a message becomes overdue.

–Interval :

Sets how often the warning should be repeated whilst a message is

overdue.

–Always on top :

When selected this causes the Supervisor to remain on top of other

program windows.

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