Mitel SX-200 Practices page 810

ACD TELEMARKETER
Application Package
changes. If the system predicts that a call will not be answered before the normal
overflow time, it forces an immediate overflow.
Displays
The
ACD TELEMARKETER
feature includes real-time displays via standard async
datasets and ASCII terminals. Thirteen displays encompass every area of the ACD
operation. Path, group, and agent information is displayed in three categories:
statistical analysis, current activity, and programming information. A system activity
display provides a general overview of the status of the ACD system, including the
num.ber of agents logged in, the number of calls in the system, and general statistics
,on agent performance. Multiple users may simultaneously access the password
protected information. Softkeys are provided for easy access to specific displays or for
requesting printouts.
Printed Reports
Printers are also 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, if desired, is automatically printed 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.
Mobility
The ACD Agents and Supervisors are completely mobile with the Mite1
ACD
TELEMARKETER
feature. All ACD positions are linked to software rather than
hardware, This means that the system recognizes a login from any
SUPERSET 4
telephone within the PBX, and immediately transforms the set to the users'
preprogrammed specifications.
The
SWE/?SET#
telephones used by ACD positions provide interactive displays and
information regarding Agent groups and individual agents. A Supervisor's set provides
IO reports covering the Agents and the Queues that the Supervisor is responsible for.
The Agent's set displays the queue load of that agent's group.
Summary
3.3 The
ACD TELEMARKETER
Application Package offers:
9 Equal workload - calls are presented to the longest idle agent
l
A programmable wrap up timer for individual groups
l
Four recordings for each Path
620 3-2
Revision 0 9109-096-6204A Issue 1