Supervisor Functions

Multiple supervisors can be set up on the Telrad Connegy ACD system, enabling managers to supervise groups or multiple groups and view call queue information and agent status. Supervisors require Telrad Avanti Executive Expanded Display keyphones, and must have a Log-In code.
From the supervisor's keyphone, the manager has access to real-time information on queues and agent status. Using this feature, if the manager finds calls are building to an unacceptable level they can instruct more agents to Log-In.
The supervisor also has the facility to participate in some of the ACD calls - this can be used to monitor agents, help agents who are experiencing difficulties, or for training purposes.

On a per agent basis, the supervisor has the following options:

Monitor
Listen to both sides of the call, without the other parties hearing.

Advise
Give instruction to the agent without the caller hearing.

Conference
Establish a three-party conference with the agent and caller.

ACD Group Information

The ACD group information displays give the supervisor access to various real-time data including:- waiting time in queues, number of calls waiting, number of ACD and non-ACD calls in progress, number and details of agents in each group, calls per hour, etc.

Queue Information

Calls routed to the group, calls answered within the group, average waiting time, calls abandoned and their average abandon time, calls overflowed in/out and calls interflowed are all immediately accessible on the supervisor's queue information display.

Agent Information

The agent information display gives the supervisor access to the following information for each individual agent:- Current status, log-in time, number of ACD calls and average duration, number of non-ACD calls and average duration, number of times in forced busy, status durations whilst logged-in, and work rate.