Mitel SX-200 Practices page 867

10
' ACD MONITORS
10.1 The ACD Monitors act as a "window" to the ACD system by giving ACD Supervisors
an event-display that is updated after the completion of each ACD activity. This
section describes the purpose and content of each monitor and defines the monitor
fields and the keys available in each display.
,
, Hierarchy of Monitor Displays
10.2
The Monitors allow access to four areas of the ACD TEEA.4A/WE7ER svstem. The
user may view the current activity for:
l
the overall system
l
paths
l
agents
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agent groups
The Monitor data is presented in a series of displays on a standard VT1 00 compatible
terminal. Most displays show a summary of performance over the last hour of
operation, or from the beginning of an agent's shift. The monitors are arranged in a
hierarchy as shown in Figure 1 O-l.
Figure IO-I Monitor Hierarchy
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Monitor ACD System
Paths Summary Agenl Groups Surnw Agents Summary
Prog stats ACtMy Prog