Accessing the Supervisor Work Area
Defining Server-Level Settings
Properties Tab Settings
Adding New Agents
Defining Object Sets
Accessing the Supervisor Work Area
Properties Tab Settings
Adding New Agents
Sending Alarm Notifications Via E-Mail
Displaying Summary Windows
Example Alarm Views
Object Lists
Customizing the Quick Dashboard
Sending Alarm Notifications Via E-Mail
Tasks
Quick Dashboard Tasks
Major Areas and Controls
Example Alarm Views
Setup Scenarios
Queues and Routing Points
Object Set Wizard
Object Sets and View Templates
Quick Dashboard Tasks
Major Areas and Controls
Working With Macros
Locking and Unlocking Interactions
Editing Attached Data
Actions Overview
Major Areas and Controls
Applying Actions
Defining and Testing a Production Configuration
Statistic-Level Alarms
Properties Tab Settings
Adding New Agents
Assigning Action Templates to Users
Defining Action Templates
Defining and Testing a Production Configuration
Assigning Action Templates to Users
Properties Tab Settings
Adding New Agents
Navigation Scenario
Navigation Controls
Managing Spam
Terminating Interactions
Managing Skills of Multiple Agents
Working With Macros
Customizing the Quick Dashboard
Locking and Unlocking Interactions
Setting the Priority of Interactions
Assigning / Removing an Agent's Login ID
Defining and Applying a New Filter
Enabling and Disabling Agents
Finding Objects
Printing Object Lists and Objects
Deleting Agents
Assigning E-Mail Notification Lists to Objects
Editing Attached Data
Managing Skills at the Organization Level
Quick Dashboard Tasks
Removing a Filter from a List
Working with Named Filters
Adding New Agents
Major Areas and Controls
Viewing Aggregate Alarm Levels
Modifying the Currently Applied Filter
Setup Scenarios
Defining and Testing a Basic Configuration
Silently Monitoring Agents
Sorting and Filtering Object Lists
Performing Content Analysis on E-Mail
Managing Agent Group Membership
Assigning Thresholds to Objects
Assigning Capacity Rules
Selecting Objects
Moving Interactions
Sending Automated Responses to E-Mail
Working With Macros
Sending Alarm Notifications Via E-Mail
Major Areas and Controls
Agents and Places
Groups
Customizing the Quick Dashboard
Quick Dashboard Tasks
Applying Actions
Setup Scenarios
Customizing the Quick Dashboard
Quick Dashboard Tasks
Setup Scenarios
Customizing the Quick Dashboard
Tasks
Quick Dashboard Tasks
Adding New Agents
Applying Actions
Setup Scenarios
Customizing the Quick Dashboard
Quick Dashboard Tasks
Applying Actions
Overview
Administration Tasks Overview
Finding Objects
Choosing Filter Window Criteria
Sorting and Filtering Object Lists
Finding Objects
Choosing Filter Window Criteria
Sorting and Filtering Object Lists
Accessing the Supervisor Work Area
Major Areas and Controls
Properties Tab Settings
Adding New Agents
Applying Actions
Sorting and Filtering Object Lists
Applying Actions
Sorting and Filtering Object Lists
Working With Macros
Customizing the Quick Dashboard
Managing Skills of an Individual Agent
Viewing Media Status Details
Object Lists
Navigation Scenario
Navigation Controls
Managing Skills of Multiple Agents
Defining Server-Level Settings
Assigning / Removing an Agent's Login ID
Enabling and Disabling Agents
Displaying Object Details
Deleting Agents
Assigning Quick Dashboard Templates to Users
Tasks
Aggregate Alarm Levels
Managing Skills at the Organization Level
Quick Dashboard Tasks
Statistic-Level Alarms
Properties Tab Settings
Managing Login IDs at Switch Level
Adding New Agents
Major Areas and Controls
Agents and Places
Managing Login IDs at Agent Level
Viewing Aggregate Alarm Levels
Assigning Action Templates to Users
Applying Actions
Changing Agent Properties
Setup Scenarios
Tenants
Defining and Testing a Basic Configuration
Silently Monitoring Agents
Managing Agent Group Membership
Object Set Wizard
Assigning Capacity Rules
Object Sets and View Templates
Moving Interactions
Adding New Agents
Managing Agent Group Membership
Deleting Agents
Managing Agent Group Membership
Viewing Aggregate Alarm Levels
Setup Scenarios
Defining and Testing a Basic Configuration
Navigation Scenario
Major Areas and Controls
Properties Tab Settings
Adding New Agents
Assigning / Removing an Agent's Login ID
Managing Skills at the Organization Level
Managing Agent Group Membership
Quick Dashboard Tasks
Properties Tab Settings
Adding New Agents
Properties Tab Settings
Adding New Agents
Deleting Agents
Managing Agent Group Membership
Quick Dashboard Tasks
Major Areas and Controls
Assigning / Removing an Agent's Login ID
Silently Monitoring Agents
Applying Actions
Assigning Capacity Rules
Properties Tab Settings
Adding New Agents
Statistic-Level Alarms
Defining and Testing a Basic Configuration
Viewing Media Status Details
Object Lists
Navigation Scenario
Navigation Controls
Deleting Agents
Tasks
Aggregate Alarm Levels
Quick Dashboard Tasks
Properties Tab Settings
Adding New Agents
Major Areas and Controls
Agents and Places
Viewing Aggregate Alarm Levels
Applying Actions
Groups
Changing Agent Properties
Setup Scenarios
Defining and Testing a Basic Configuration
Silently Monitoring Agents
Managing Agent Group Membership
Object Set Wizard
Object Sets and View Templates
Properties Tab Settings
Adding New Agents
Properties Tab Settings
Adding New Agents
Properties Tab Settings
Adding New Agents
Defining and Testing a Basic Configuration
Navigation Scenario
Defining and Testing a Basic Configuration
Properties Tab Settings
Adding New Agents
Properties Tab Settings
Adding New Agents
Overview
Agent Management Tasks Overview
Changing Agent Properties Overview
Properties Tab Settings
Changing Agent Properties
Agent Management Tasks Overview
Changing Agent Properties Overview
Changing Agent Properties
Agent Management Tasks Overview
Major Areas and Controls
Moving Interactions
Properties Tab Settings
Adding New Agents
Aggregate Alarm Levels
Viewing Aggregate Alarm Levels
Defining Action Templates
Alarm Notification Via E-Mail Overview
Sending Alarm Notifications Via E-Mail
Administration Tasks Overview
Viewing Alarms for Individual Objects
Printing Object Lists and Objects
Quick Dashboard Tasks
Statistic-Level Alarms
Viewing Aggregate Alarm Levels
Example Alarm Views
Basic Tasks Overview
Object Sets and View Templates
Viewing Alarms Overview
Viewing Alarms for Individual Objects
Basic Tasks Overview
Viewing Alarms Overview
Properties Tab Settings
Adding New Agents
Managing Agent Group Membership
Properties Tab Settings
Adding New Agents
Managing Agent Group Membership
Properties Tab Settings
Adding New Agents
Object Lists
Navigation Scenario
Navigation Controls
Deleting Agents
Adding New Agents
Changing Agent Properties
Managing Agent Group Membership
Deleting Agents
Managing Agent Group Membership
Object Lists
Navigation Scenario
Navigation Controls
Example Alarm Views
Object Lists
Managing Spam
Terminating Interactions
Editing Attached Data
Managing Spam
Terminating Interactions
Working With Macros
Editing Attached Data
Applying Actions
Viewing Aggregate Alarm Levels
Object Sets and View Templates
Object Lists
Navigation Scenario
Navigation Controls
Managing Spam
Terminating Interactions
Locking and Unlocking Interactions
Editing Attached Data
Working With Macros
Choosing Filter Window Criteria
Working with Named Filters
Open Quick Dashboard Template Window
Finding Objects
Statistic-Level Alarms
Choosing Filter Window Criteria
Working with Existing Quick Dashboard Templates
Major Areas and Controls
Viewing Aggregate Alarm Levels
Queues and Routing Points
Sorting and Filtering Object Lists
Defining and Applying a New Filter
Working with Named Filters
Interaction Management Tasks
Applying Actions
Agents and Places
Groups
Applying Actions
Assigning Capacity Rules
Applying Actions
Assigning Capacity Rules
Sending Alarm Notifications Via E-Mail
Assigning E-Mail Notification Lists to Objects
Applying Actions
Properties Tab Settings
Adding New Agents
Properties Tab Settings
Adding New Agents
Managing Skills of Multiple Agents
Applying Actions
Managing Skills of Multiple Agents
Managing Skills at the Organization Level
Applying Actions
Defining and Testing a Production Configuration
Applying Actions
Defining and Testing a Basic Configuration
Assigning Thresholds to Objects
Assigning / Removing an Agent's Login ID
Managing Skills at the Organization Level
Managing Skills of Multiple Agents
Sending Alarm Notifications Via E-Mail
Assigning / Removing an Agent's Login ID
Assigning Quick Dashboard Templates to Users
Assigning E-Mail Notification Lists to Objects
Defining and Testing a Production Configuration
Tasks
Managing Skills at the Organization Level
Properties Tab Settings
Adding New Agents
Assigning View Profile Templates to Supervisors
Assigning Action Templates to Users
Applying Actions
Defining and Testing a Basic Configuration
Managing Agent Group Membership
Assigning Thresholds to Objects
Assigning Capacity Rules
Tasks
Applying Actions
Sending Alarm Notifications Via E-Mail
Applying Actions
Assigning / Removing an Agent's Login ID
Properties Tab Settings
Adding New Agents
Applying Actions
Properties Tab Settings
Adding New Agents
Managing Skills of Multiple Agents
Managing Skills at the Organization Level
Managing Skills of Multiple Agents
Managing Skills at the Organization Level
Applying Actions
Defining and Testing a Production Configuration
Applying Actions
Assigning Thresholds to Objects
Editing Attached Data
Example E-Mail Screens
Applying Actions
Performing Content Analysis on E-Mail
Sending Automated Responses to E-Mail
Performing Content Analysis on E-Mail
Sending Automated Responses to E-Mail
Applying Actions
Sending Automated Responses to E-Mail
Interaction Management Tasks
Sending Automated Responses to E-Mail
Interaction Management Tasks
Sending Automated Responses to E-Mail
Assigning / Removing an Agent's Login ID
Managing Skills at the Organization Level
Agents and Places
Groups
Statistic-Level Alarms
Agents and Places
Defining Threshold Templates
Groups
Agents and Places
Groups
Statistic-Level Alarms
Agents and Places
Defining Threshold Templates
Groups
Statistic-Level Alarms
Agents and Places
Defining Threshold Templates
Groups
Statistic-Level Alarms
Agents and Places
Defining Threshold Templates
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups
Agents and Places
Groups