Mitel SX-200 Practices page 862

ACD TELEMARKETER
Application Package
Table 9-3 Group Summary RepoH Fields
Softkey Label
GROUP
OFFERED
Function
Group number being summarized.
Total number of calls offered to the group during the reporting
period from all paths.
ANSWERED Total number of ACD calls that were answered by this group
and the average length of time agents spent talking to ttie
caller.
NON-ACD
EXTERNAL
NON-ACD OTHER
Total number of external calls made by this group and the
average time of these calls.
Total number of calls, other than non-ACD external calls and
ACD calls, made and received by the group and the average
time of these calls.
AVERAGE LOGGED IN
Average number of agents logged in during the period. The
number logged in is calculated every time that the queue
status keys are updated, and these counts are then averaged.
Group Summary Report Example
The following shows an example Group Summary Report. The fields in the report are
described below:
GROUP OFFERED ANSWERED NON-ACD NON-ACD AYERAGE
EXTERNALOTHEiR LOGGED IN
12 0174 01312:21 0015 4:09 0021 157 7
This example shows that Agent Group number 12 was offered 174 calls,1 31 of which
the group handled. Each agent spent an average of two minutes and 21 seconds
speaking to the caller. The 15 non-ACD external calls placed by the group had an
average duration of four minutes and nine seconds. Cther non-ACD calls, a total of 21,
lasted an average of one minute and 57 seconds. An average of seven agents were
logged in for this report period.
Printing Reports
9.5
Before the reports can be printed, the printer assignment must be completed as
follows:
CDE Form 34, Directed IO
l
assign the ACD AGT SUM and ACD GRP SUM printouts.
Refer to Customer Data Entry, Practice 9109-095-210-NA, for programming details.
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