Mitel SX-200 Practices page 853

m . I
ACD Supervisor Set
Supervisors With More than One Agent Group
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Supervisors controlling more than one agent group have a SUPEME74 telephone
preprogrammed with a QUEUE STATUS key for each agent group. When the
Supervisor has more Agent Groups than available QUEUE STATUS keys, the
system provides a SHIFT key that allows the set to accommodate more than one
agent group on a single QUEUE STATUS key.
The Supervisors of multiple groups have no AGENT STATUS keys appearing on their
sets, but may access the Agent Status reports by using the READ softkey.
Queue Status Key
The QUEUE STATUS key displays the current status reports for the Supervisor's Agent
Group. This feature key has been described with two methods of operation: visual
status indication shown by the LCD beside the QUEUE STATUS key, and Queue Status
Reports which are accessed through the feature key. An example of the Queue Status
Reports is shown in Figure 7-4.
When the Supervisor is involved in the QUEUE STATUS application, the READ softkey
is presented. This softkey provides access to the Agent Status reports.
Read Key
Supervisors with multiple agent groups do not have AGENTSTATUS keys on their sets.
To provide entry to the Agent Status reports, the Supervisor's SUPE/?SE74 telephone
is equipped with a READ softkey. The sofikey appears on the SUPERSfl4 telephone
when the QUEUE STATUS key is pressed.
Operation:
Press the QUEUE STATUS key of the desired Agent Group. The READ
softkey is displayed at this point. After pressing the READ softkey, the Agent Status
reports are displayed, beginning with the name and ID of the first agent in the group.
Press the FWD or BACK softkey after pressing the READ softkey to view the next or
previous Agent in the group.
Selecting individual reports and the softkeys EXIT, CALL HELP, and + , operate as
described under Operation, Agent Status Key.
Shift Key
The SHIFT feature key is assigned during Customer Data Entry. It is required when the
number of agent groups a Supervisor controls is greater than the number of QUEUE
STATUS keys on the Supervisor's set.
The SHIFT key allows one QUEUE STATUS key to address more than one Agent
Group. This key has no effect if the number of QUEUE STATUS keys programmed is
greater than the number of agent groups.
Operation:
If there are three agent groups, and two QUEUE STATUS keys, information
for agent groups one and two is displayed by QUEUE STATUS keys one and two
respectively. Reports for the third agent group are viewed on the first QUEUE STATUS
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620 7-9