Mitel SX-200 Practices page 852

ACD TELEMARKETER Application Package
Table 7-2 Supervisor Reports -Agent Status
(continued)
Key Number Sample Set Display Meaning
9 AVG HOLD 00:47 Average duration of ACD calls on hard
hold.
EXIT
REMINDER
Exit the Queue Status display.
Displays agent group number and
name you are presently looking at.
I - I
1 Move forward to the next report.
I
I a- I
1 Move back to the previous report.
I
I
Paae 2 of
2 I
Shift Key
The SHlFr key is required when the number of Agents a Supervisor controls is greater
than the number of AGENT STATUS keys available on the Supervisor's set. This key
allows one AGENT STATUS key to address several Agents. The key has no effect if
the number of AGENT STATUS keys on the set is greater than the number of agents.
Operation:
If there are three agents in a group, and two AGENT STATUS keys,
information for agents one and two is displayed by AGENT STATUS keys one and two
respectively. Reports for the third agent are viewed on the first AGENT STATUS key
and are accessed by pressing the SHIFT key followed by the AGENT STATUS key. At
this point, the name and ID of Agent 03 is displayed and the LCD indicator shows the
status of the third agent.
Figure 7-3 shows an example of a configuration with three AGENT STATUS keys and
seven Agents. Pressing AGENT STATUS key 1 displays the status of Agent I. Pressing
the SHIFT key at this point displays Agent 4. Agents 2 and 3 reside with AGENT
STATUS keys 2 and 3 respectively.
KEY NAME AGENT STATUS AGENT STATUS
Key #1 display Key #2 display
AGENT STATUS
Key #3 display
1 AGENT STATUS
1 Agent 1
1 Agent 2
1 Agent 3
SHlFr
9 1 1
Agent 4 Agent 5
Agent 6
SHlFr
SHIFI-
Agent 7
Agent 1
none
Agent 2
none
Agent 3
620 7-6
Figure 7-3 Agent Status Key Operation
Revision 0 9109-096-62O-NA Issue 1