Mitel SX-200 Practices page 870

ACD TELEMARKETER Application Package
l
Agent Statistics cover the last hour's performance.
The Activity displays present a continuously updated picture of the path, agent group,
or agent. The Path Activity shows callers queued for the path, and any idle agents
waiting for calls from the path. Agent Activity provides status information about the
agent state and the current call in progress, The Group Activity is continuously updating
caller and agent activity within the selected group.
System Activity
10.4 \ Figure IO-2 shows an example of the System Activity monitor. The softkeys
presented with this display provide access to detailed displays of performance of
specific Paths, Agent Groups or Agents. Table 10-l explains the various softkeys
and their purpose, Table 1 O-2 describes each field within the display.
13:23 23-APRq9 SYSTIZM ACTIVITY
MITELACD TF!LEMARKETER
CmRACTIVITY AGENT ACTIVITY
SUMMARY-LAST HOUR
CALLERS :
14 ON ACD :
11 ENTBRED : 257
CALLS WTG :
3 READY ; 1 TIMEtoANs 1 0054
LONGEST WTG:
0056 SVCLEVELX ; 200 78%
SVCLEvEL> , 54 22%
ANS by AGT : 254 03:02
UNDER 1ST 28% MAKEBUSY
2
, ,
ANS by AGT 1 99%
BETWEEN 1 56 % DND
-
AFTER2ND * 16%
ON non ACD
ON non ACD 4
ON RECRDING
2
01:23
HELDCALLS : LOGGED ON
14 ABANDONED 3
LOGGED Om 63 01:35
l- PATHS
S-QUIT
2-AGENT GROUPS 3-AGENTS 4- LANGUAGE 5-
7-
PRINT s- 9- o-
Figure IO-2 System Activity Display
Table 10-I System Acthlty Display Softkeys
1 Softkey Label 1
Function
I
PATHS Prompts the user to specify a path ID. Displays the Path Monitors for the
selected Path. Refer to paragraph 10.5 for details.
AGENT GROUPS Prompts user to specify an Agent group number. Displays the Agent Group
monitors for the selected group. Refer to paragraph 10.6 for details.
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