Mitel SX-200 Practices page 871

ACD Monitors
Table l&l System Activity Display Softkeys
(continued)
Softkey Label Function
AGENTS
AGENTS prompts for an Agent Id number. Displays the Agent Monitors
showing current agent act-k@ and last hour statisti-. Refer to paragraph
10.7 for details.
LANGUAGE LANGUAGE provides a FRANCAIS softkey; when pressed, it converts
softkey prompts and the command line to French. When prornpts are in
French, the softkeys toggle to LANGUE and ENGLISH, to allow selection of
English prompts.
QUIT
Logs the user out of the Monitor ACD application and terminates the session.
PRINT Prints the System Activii form on the printer used for the ACD Monitor Print.
,
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Table 1 W2 Terms Used in System Activity Display
Term
Callers
Calls Wtg
Meaning
Caller Activity
The number of callers within the ACD system. This includes callers talking to
agents and callers waiting for agents, but does not include callers in the delay
for ringback.
The number of callers queued up waiting for an agent to become available.
includes listening to silence, music, alternate music, or a recorded
announcement.
Longst Wtg The duration, in minutes and seconds, of the call that has been waiting longest
in the queues.
Under 1st The percentage of callers in the system that have been waiting less than the
first threshold time programmed for the primary group of the path.
Between
After 2nd
The percentage of callers in the system that have been waiting longer than the
first threshold time but less than the second threshold time programmed for the
primary group of the path.
The percentage of callers in the system that have been waiting longer than the
second threshold time programmed for the primav group of the path.
On Recrdng
Held Calls
The number of calls waiting in the queues that are listening to a recorded
announcement.
Indicates the number of ACD callers that have been placed on hold.
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