Mitel SX-200 Practices page 878

ACD TELEMARKETER Application Package
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Table 10-7 Path Statistics Display Softkeys
Function
Returns the user to the System level. Details of the System level are in
paragraph 10.4 .
Prints the Path Statistics at the printer used for the ACD Summary Reports
directed printout.
This softkey is present if paths exist that have lower accss codes than the
path being displayed. Pressing this key displays the statistics for the next
lower ACD Path.
This softkey is present if paths exist that have higher access codes than the
path being displayed. Pressing this key displays the statistics for the next
higher ACD Path,
The Return key (either hardkey or softkey) returns the user to the Path
Summary form. See page 620 l O-7for a description of the Path Summary
form.
Table IO-8 Terms Used in Path Statistics Display
Term Meaning
Group Num
Programmed Information And Current Summary
The agent group number or recording group number, as assigned during
CDE.
Group Name The name of the agent group or recording group, as assigned during CDE.
Num Agt/Rec
The number of logged in agents in the group. If a recording group, the
number of RAD ports assigned to the group.
7
Num Calls Wtg The number of calls from this path waiting for the agent group or recording
group.
Conn Agt/Rec The number of callers from this path currently talking to agents in the group,
or listening to RADs.
,
Summary - Last Hour
Cffered
Answered
The number of ACD calls offered to the group from this path, and the
percentage of the total calls offered on the path that this represents.
The number of ACD calls answered by agents in the group from this path
only, and the percentage of the total calls answered on the path that this
represents.