Mitel SX-200 Practices page 856

ACD TELEMARKETER
Application Package
Queue Status Key
0.4
The QUEUE STATUS key serves two functions that give the Senior Supervisor
information about agent queue activity. The first requires no operation of the key, The
LCD beside this key indicates the load condition of the agent queue on an ongoing
basis. Further details of the LCD indications are provided on page 620 74
The QUEUE STATUS key also provides current status reports for the agent groups who
report to the Senior Supervisor. When the key is first pressed, the set displays a
summary of the queue activity. it presents 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 Senior Supervisor can then scroll through the rest of the queue reports with
the forward arrow key, or select specific reports using the dial pad keys.
Operation
After pressing the QUEUE STATUS key, the display is similar to the example shown
below. This sample of the Queue Status display reflects the activity in queue 01. There
are IO calls in the queue waiting to be answered and the oldest call has been waiting
for three minutes and sixteen seconds.
Q:Ol 1OCW 03:16
EXIT
NAME HELP READ
+D
The softkeys are EXIT, NAME, HELP, READ, and+. The EXIT softkey terminates the
QUEUE STATUS display. The NAME softkey presents the name of the agent group,
if a name was assigned during CDE. If the group was not assigned a name during CDE,
this softkey does not appear. The READ key, used to access Agent Status reports,
operates as described on page 620 7-9. After pressing the READ softkey, press the
FWD or BACK softkey to view the report of the next or previous agent in the group,
The HELP softkey reminds the Senior Supervisor of which dial pad key produces which
report. When HELP is first selected, the display prompts the user to 'PRESS KEY O-9'.
As each dial pad key is pressed, a help message is displayed on the set to remind the
user which report is associated with that dial pad key. For example, dialing the digit I
results in a set display of I = WAIT TIME. The CANCEL sofikey is also available;
pressing CANCEL returns the supervisor set to the Queue Status mode.
See Table 6-l for a list of the dial pad keys and softkeys with examples and
explanations of the reports available. The softkeys described at the bottom of the table
remain on the set during the QUEUE STATUS application. Press CANCEL to return to
Queue Status mode.
620 6-2
Revision 0 9109-096-62O-NA
Issue 1