 supervisor in management-de- fined sequence. Informs supervisor of agent calling and reason for the alert. Calls in Queue Display Agents need to balance providing polite and friendly ser- vice against the need to answer as many calls as possible. A "calls in queue display" notifies agents if there are any calls The Telecom Handbook 83 THE ACD waiting, and alerts them if the queue builds beyond a manage- ment-specified threshold. Thus, agents are prompted to shorten calls during busier periods. Agent Statistics Display Typically, when agents are able to monitor their own per- formance they become more productive. Agent station sets can provide immediate feedback for agents who want to evalu- ate their own productivity. Some of the statistics that might be displayed include: Time on line (since signing in) Number of Call Center calls handled (inbound/outbound) Average time to answer Average talk time Time in wrap/work idle time (time between calls) Number of non-Call Center calls Agent at Home Just as management may want to send calls to remote Call Centers, they may want to send calls to individual agent homes or small storefront locations. This capability is particularly applicable for accommodating employees with special needs. In addition, it may be useful in disaster recovery situations. The work at home solution should be nearly transparent for both agents and supervisors, meaning they have the same fea- tures, regardless of location. Supervisor Capabilities Supervisor Agent Features Supervisors may have the option of serving as agents. Super- visor stations may be able to support all agent features in addition to supervisory features from one telephone. 84 - The Telecom Handbook CHAPTER 4 Real Time Displays Supervisors are responsible for ensuring high agent pro- ductivity without sacrificing quality service. The supervisor's most important tool for accomplishing this task is the set of real-time screen-based displays of agent and group perfor- mance provided. To be most effective, these displays may be col