Mitel SX-200 Practices page 879

ACD Monitors
Table IO-8 Terms Used In Path Statistics Display
(continued)
Term
Overflowed
Meaning
The number of calls that overflowed from the group to the next overflow point
on this path, and the percentage of calls offered to the group which
overflowed. Calls which overflowed to interflow are not counted.
SVC Level<
SVC Level>
The number of ACD calls answered on the path within the path's service
time, and the percentage of calls answered that this represenis.
The number of ACD calls answered on the path outside the path's service
time and the percentage of calls answered that this represents
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Path Activity
The Path Activity display shown in Figure 1 O-Sgives a continuously updated picture of
the traffic on a given path. Information relates to the callers queued for the path as well
as any ready agents waiting for calls from the path.
All queued callers that originated on the specified path are identified by trunk number
or extension access code. The longest waiting caller for each group is at the bottom
of the list, immediately above the horizontal line.
As the number of waiting calls increases or decreases the information is updated in that
group's column, and the horizontal bar below the first call in the queue shifts up and
down the screen accordingly. The screen displays up to twelve waiting calls.
When there are no calls waiting in a queue, the sub-title under the group name changes
to AGENT name and READY time, As many as 12 idle agents can be listed below the
horizontal bar, beginning with the longest idle agent.
Overflow groups that were programmed, but have no callers waiting and no agents
logged in to a group, are identified by the group name in the column title. If an overflow
group was not assigned during the Customer Data Entry, the column is blank.
9109-096-62O-NA Issue 1 Revision 0 620 IO-13