Acd Queue Screen - ZyXEL Communications ISG50-ISDN User Manual

10.18 ACD Queue Screen

Use this screen to monitor phone call activity for Automatic Call Distribution (ACD) agents. Click
Monitor > PBX > ACD Queue to display this screen.
Figure 160 Monitor > PBX > ACD Queue
The following table describes the labels in this screen.
Table 52 Monitor > PBX > ACD Queue
LABEL
Query
Refresh interval
ACD Queue
#
Agent Name
Agent ID
Extension
Number
State
Priority
ACD Queue:
Waiting Calls
ISG50 User's Guide
DESCRIPTION
Use this section to specify your query criteria. You can select an attribute, value pair for
your search. You can choose to query by:
Skill Number/Name - Select the ACD skill number/name for which you want to view
the statistics.
Enter how often (seconds) you want the ISG50 to update this screen. Click Apply to
update the screen immediately.
If you do not want this screen to update periodically, enter 0.
This table displays the current statistics for the queue on the selected Skill Number/
Name.
This displays the number of entries in this table.
This displays the name of an agent associated with the selected skill/number.
This displays the ID numbers of an agent associated with the selected skill/number.
This displays the extension of an agent associated with the selected skill/number.
This displays the current state of an agent associated with the selected skill/number.
Idle - This indicates the agent associated with the selected skill/number is logged in and
idle.
Busy (skill_XXXXX) - This indicates the agent associate with the selected skill/number
is logged and busy. The skill that appears in parentheses indicates the skill with which he
is currently occupied, if he belongs to multiple skills.
Pause - This indicates the agent associated with the selected skill/number is logged in
and his account is currently paused (not receiving or making calls).
Logoff - This indicates the agent associated with the selected skill/number is not logged
in.
This indicates the priority rating of the agent associated with the selected skill/number.
This table displays a list all calls currently waiting in the queue for the selected skill/
number.
Chapter 10 Monitor
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