Mitel SX-200 Practices page 827

m
. I
Configuring an ACD System
AGENT GROUP PLANNER
INSTRUCTIONS
Use this planner as an ald in distributing the work-load of the agent groups. Complete this form before the Path
Planner. Cnce completed, transfer the Agent Group Number to the appropriate group (Primary, 1st 2nd, or 3rd)
on Line 3 of the Path Planner.
1. Overflow timer default is 9 minutes (maximum 54 minutes). This is the maximum time a call can be queued on
the group before overflowing. Prediction may allow the overflow before the timer expires. 1 st threshold default
is 3 minutes (maximum 54 minutes), 2nd threshold default is 6 minutes (maximum 54 minutes). These are
indications for the agents (queue status) of how long the calls have been waiting to be answered. Afterwork
timer default is 0 minutes (maximum 15 minutes), This is the amount of time an agent has after completing a
call before receiving the next call.
;
2. Use this box to indicate how many paths the Agent Group is involved in. (P=primary, I =1 st. overflow group,
2=2nd overflow group, 3=3rd over-How group). Transfer the Agent Group Number to the Path Planner (one for
each Path indicated in the box).
@
Agent Group #: -
Name:
Overnow Ime - : -
1 st Threshold - : -
2nd Threshold - : -
Agent Group # .-
Name:
Cverflow Trme- E -
1 st Threshold- : -
2nd Threshold- I-
Agent Group #-
II
Agent Group k,-
Name:
Name:
Figure 4-l Agent Group Planner
9109-096-62O-NA
Issue 1
Revision 0
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