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
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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
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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
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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
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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
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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
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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
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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
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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.