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SX-200 General Information Guide
ACD - Mobility
ACD Agents and Supervisors are completely mobile. All ACD positions are linked to software
rather than hardware. The system recognizes a login from any telephone programmed as an
ACD position within the system and immediately transforms the set to the user's
preprogrammed specifications.
ACD - Predictive Overflow
A key element of the ACD TELEMARKETER feature is the predictive overflow used by the
system to keep call queueing time to a minimum. The system performs a load calculation when
each new call arrives at an agent group, or when the status of an agent changes. If the system
predicts that a call will not be answered before the normal overflow time, it forces an immediate
overflow.
ACD - Printed Reports
Printers are implemented for summary reports of paths, groups, and agents. Printed reports
record times to the second for all categories, thus highlighting call handling efficiency and agent
performance problems.
An agent shift record can be printed automatically whenever an agent logout occurs. This report
summarizes the agent's performance for the shift duration. A path report provides total counts
for traffic entering the path during any specified period, including totals for the number of calls
answered, interflowed and abandoned. Similarly, group reports tally calls offered and answered,
and supply a record of non-ACD calls placed and received by agents.
Printed Daily Reports include
•
ACD Agent Daily Activity Report listing hourly totals by agent ID
•
Agent Group Daily Activity Report with hourly totals handled by each agent group
•
Path Activity Report with detailed statistics for all ACD calls.
Weekly and Monthly Summary Reports (if the Mitel Networks 6100 Contact Center Solutions
application is used) include
•
Agent Activity Summary Report with daily totals by ID and agent name
•
Agent Group Summary Report listing daily totals by agent group
•
Trunk Summary Report with daily totals of calls carried by a particular trunk
•
Trunk Daily Activity Report with hourly totals of calls handled by individual trunks
•
Path Activity Report listing daily totals by path.
ACD - Real Time Event
Allows a PC to report real time events of ACD activities. The system transmits call status
messages to the host computer reflecting the changes of state on the line or on the device.
The host computer with the Mitel Networks 6100 Contact Center Solutions application provides
an enhanced form of ACD reports and statistics.
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