Hunt Group Based Console
As well as being able to add extension, hot agents and speed dials to your DSS console, Team Leader allows
you to add Hunt Groups as well. Hunt Group icons will change to red to indicate that calls are queueing,
and in list mode you can see exactly how many calls are waiting so that you can take action when necessary.
tile view can show hunt group name,
description and calls waiting
Total Control
Team Leaders are granted the ability to control the ACD, DND and forwarding state of every DSS item
on their console. Re-assigning agents to new campaigns is made fast and easy - just highlight a group of
agents, select 'login' and type in a new hunt group ID.
Silent Monitoring
Supervisors may often need to listen in on conversations to ensure that their team is working as effectively
as possible. Phone Manager Team Leader gives your supervisors this facility, and lets them either monitor
a single call, or continuously monitor an individual agent.
Whilst monitoring a call you may sometimes need to interject when an agent is experiencing issues.
A mere single mouse click on the console toolbar will take you out of silent monitoring and connect you to
the call so that you can interrupt. Phone Manager Team Leader also lets you steal the call completely,
allowing you to handle the problem whilst freeing your agent to take another call.