Mitel SX-200 Practices page 881

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ACD Monitors
Table IO-IO Terms Used In The Path Activity Display
Term Meaning
Caller The trunk number or extension access code of the caller waiting for the agent
group.
No.
The queue position of the caller waiting for this group. The numbers are
ordered but may not be sequential if there are callers waiting for this group
who originated on another path. These other callers hold a queue position for
this group but are shown on the activii display for their path.
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Agent
The time, in minutes and seconds, that the caller has been waiting in this path.
The name of a ready agent in the displayed agent group. If the agent does not
have a name assigned in CDE, the agent's ID appears.
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Ready
The time, in minutes and seconds, that the agent has been available and
ready to accept an ACD call,
Monitoring Groups
10.6 Four forms provide information about the agent groups programmed in the ACD
system and are described as follows:
* Group Summary form displays important information about each agent group.
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Group Programmed Data form displays the data programmed in CDE for each
agent group.
* Group Statistics form provides statistics gathered on the agent group over the past
hour and since the beginning of the shift,
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Group Activity form shows current caller and agent activity for the group,
The purpose and contents of each form is described in the following subsections:
Group Summaty Form
The primary form available within the agent group sublevel is the Group Summary
form, This form gives a brief overview of current activity as well as a synopsis of
statistical data collected over the past hour. The user is presented with a set of softkeys,
which when accessed display more detailed information related to the group and the
group's performance.
While at the System level, pressing the AGENT GROUPS softkey prompts the user to
enter an agent group number. After entering a valid agent group number, the user is
presented with the screen shown in Figure 1 O-7. The chosen group is at the top of the
screen.
Pressing the RETURN key without first entering a group number also produces the
display shown in Figure 10-7. In this case, however, groups are listed in ascending
order by group number.
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Issue 1 Revision 0 620 10-15