System Reporting Capabilities; Time Events Records; Call Events - Mitel 5224 User Manual

System Reporting Capabilities

The 3300 ICP is capable of producing many reports that can be used as
management tools to study the effectiveness of the ACD operation. These
reports may be presented in a variety of ways based on the software package
used to generate them.
The categories of reports that pertain to ACD are Real Time Events Records and
Station Message Detail Recordings (SMDR). It is beyond the scope of this guide
to discuss these reports in detail, but a brief description of them is included to
summarize their intended use.

Time Events Records

Real Time Events Records are used to record the activity of the entire ACD
operation, and are available from the System Administrator. These records are
divided into two groups: Call Events and Group and Path Statistics Events. Call
Events report on individual ACD Agent activity, while Group and Path Statistics
Events provide a cumulative report on Group and Path status.
Note: Real time events are not recorded for ACD Express Groups.

Call Events

As traditional and hot desk ACD Agent activities occur, a report is generated to
show the following:
•
Work Timer Start Event: Indicates the start of the timer, for an agent's
set with Work Timer programmed. Work timers are given only for
answering ACD 2000 calls.
•
Work Timer End Event: Signifies the end of the Agent's Work Timer,
for both normal timer expiration, and timer cancelled by Agent.
•
Answer Personal Call: Signifies the Agent answering a personal call,
i.e., a non-ACD 2000 call.
•
Originate Call Event: Signifies the Agent entering a conversation.
•
Agent Idle Event: Signifies the Agent completing a personal call or, if
no Work Timer is programmed on the Agent's set, any call.
•
Call Hold Event: Occurs when an Agent puts a call on Hard Hold.
•
Call Hold Retrieve Event: Occurs when an agent retrieves a call from
Hard Hold.
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