Mitel SX-200 Practices page 850

ACD TELEMARKETER
Application Package
Agent Status Key
The
AGENT STATUS
key and the LCD beside the key, serve two functions in showing
the supervisor the current status of an individual agent, and reporting on the
performance of the agent. Supervisors responsible for only one agent group may have
a
SUPERSET
telephone programmed with an AGENT STATUS key for each agent
in the group.
When the Supervisor has more agents than available keys, or wishes to use the keys
for other functions, the system provides a SHIFT key. This enables the set to
accommodate more than one agent on a single AGENT STATUS key. The SHIFT key
is described on page 620 7-6.
LCD Indicator:
The LCD beside the AGENT STATUS key continuously shows the
call-status of the agent assigned to the key. The LCD is off if the agent is logged out.
The display changes to show the various conditions including logged in, calls waiting,
and After Call Work Trmer. Figure 7-2 shows the Agent Status LCD symbols on a
SUPERSET
telephone.
Key
Status
LCD Symbol
4gent Status
Agent Logged Out
III
Agent Logged In - No Calls Waiting
El
Agent In Make Busy Status
Islum
Flashing
Agent on ACD Call
Agent on Non-ACD Call or DND
0
ACD Call on Hold
n LIB
Flashing
After-Call Work Timer
mIlKI
Flashing
Figure 7-2 LCD Agent Status Indicators
Operation:
Pressing the AGENT STATUS key starts the report displays, beginning
with the name and ID number of the agent. Ten reports are available, accessed via the
keys on the dial pad or through the forward arrow softkey.
Pressing the AGENT STATUS key displays the ID number and the name of the agent,
as shown in the example below. Available softkeys are EXIT, CALL, HELP, and the
forward arrow ( + ).
620 7-6
Revision 0 9109-096-62&NA Issue 1