Mitel SX-200 Practices page 848

ACD TELEMARKETER Application Package
Key
3ueue Status
status
No Calls in Queue
Calls Waiting Before First Threshold
Calls Waiting Between First and Second
Thresholds
Calls Waiting Beyond Second Threshold
LCD Symbol
III
ISI
0
Calls Have Ovetfiowed to Next Group
blmsl
Alternating
Figure
7-l
LCD Queue Status Indicators on SUPERSET 4 Telephone
Operation:
The QUEUE STATUS key displays the current status of the Agent Group
reporting to the Supervisor.
Press the key to display a summary of queue activity.
The set displays the queue number, the number of ACD calls in the queue waiting to
be answered, and the length of time the oldest call has been waiting.
The following example shows Queue number I, with IO calls in the queue waiting to
be answered, and the longest waiting call has been in the queue for 3 minutes and 16
seconds:
Q:Ol 1OCW 03:16
EXIT
NAME
HELP
At this point, the following softkeys are available:
l
EXIT terminates the QUEUE STATUS display.
l
NAME: displays the name of the Agent Group, if a name was assigned during CDE.
l
HELP: Displays information to remind the supervisor which dial pad key generates
each supervisor report. Refer to Help softkey below.
l
+ : Move forward to next report
Press the forward arrow softkey to scroll through the remaining queue reports, or dial
a number to select specific data. Table 7-l shows the dial pad keys with examples and
explanations of the reports available. The three softkeys described at the bottom of the
table remain on the set during the QUEUE STATUS application.
620 7-4
Revision 0 9109-096-62O-NA Issue 1