Mitel SX-200 Practices page 808

ACD TELEMARKETER Application Package
If calls arrive when some of the agents are free, the system may be programmed to
equalize the workload by directing the next incoming call to the agent who has been
idle the longest.
Stafting an ACD System
2.5 In most ACD applications, the individual handling ACD calls is referred to as an
agent. Agents are often specially trained to deal with the caller's problems or
requests.
A supervisor normally oversees the ACD operation by monitoring the activity 'of the
agents, reassigning agents to handle overload conditions, and dealing with unusual
situations that may arise.
Reports
2.6 ACD systems normally provide a reporting mechanism that allows tracking of key
items such as the number of calls handled during a specific time period, the length of
the calls, and the number of calls abandoned (caller hangs up before an agent
answers). From these reports, the supervisor can determine optimum staffing levels
and track the performance of individual agents,
Monitors
2.7 While reports give a hard copy record of events over a period of time (such as a shift),
a monitor gives a snapshot of conditions in the system at any instant. By monitoring
the ACD system, the supervisor is aware of the current situation and can quickly
reassign agents to handle overload conditions.
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