Interpreting The Network Position Status Counts Display - Nortel NAC User Manual

Using Multiple Queue Assignment

Interpreting the Network Position Status Counts Display

Interpreting the Network Position Status Counts Display
Introduction
Terminology
Standard 1.0
The Network Position Status Counts Display screen shows the
number of positions currently in specific states. This screen is
available in tabular or graphic format.
This section describes how to interpret the Network Position
Status Counts Display screen if one of your Meridian MAX
applications is running MQA.
For detailed information on this screen, refer to the Network
Administration Center (NAC) 2 Supervisor's User Guide
(P0724352), "Position Status Display" chapter.
With MQA, you need to know the following terms:
• Primary queue
The primary queue is the first queue an agent selects when
he or she logs in to the phoneset.
• In-use queue
The in-use queue is the queue in which an agent is currently
handling an ACD call. If the agent is not handling an ACD
call, the in-use queue becomes the last queue that the agent
handled. When an agent logs in, the primary queue is
considered to be the in-use queue.
Network Administration Center
User Guide Supplement
81
November 1998