Mitel SX-200 Practices page 872

ACD TELEMXRKETER Aoolication Packaae
Table 1 O-2 Terms Used In System Activity Display
(continued)
Term
On
Acd
Ready
Meaning
Agent Activity
The number of agents currently on ACD calls.
The number of agents currently ready. Those agents are not on any type of call
and are available to receive ACD calls.
Make Busy
The number of logged in agents that are in MAKE BUSY. These agents receive
no ACD calls.
DND
On Non Acd
The number of logged in agents that have DO NOT DISTURB activated. These
agents receive no ACD or non-ACD calls.
The number of agents currently involved in incoming non-ACD calls or agent
originated calls.
Logged On
Logged Off
Entered
The number of agents currently logged into ACD,
The number of agents currently NOT logged in to the ACD system.
Summary - Last Hour
The total number of ACD calls that have entered a path in the ACD system
over the past hour.
Time To Ans
SVC Level
The average time before a call is answered by an agent.
The summary, from all paths in the system, of the path service level
statisticsThe first field shows the number of calls answered within the paths'
service time; the second is the percentage of calls answered outside of the
service time.
Ans By Agt The number of calls received over the past hour that have been answered by
an agent and the average duration of the calls,
Ans By Agt
The percentage of all ACD calls that entered over the past hour that were
answered by an agent.
On Non Acd
The number of calls over the past hour that were either incoming non-ACD
calls answered by an agent or agent originated calls, and the average duration
of these calls.
Abandoned The number of callers who abandoned before being answered by an agent and
the average time a caller waked before abandoning.
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Monitoring Paths
10.5 The system displays path information on four forms. Entry into Path monitor
sub-level begins with the Path Summary display showing activity on the requested
path. From this point, the user may access detailed information in three categories:
CDE programmed data, statistics gathered on the path over the past hour, and
current path activity.
620 10-6
Revision 0 9109-096-62O-NA Issue 1