Mitel SX-200 Practices page 885

ACD Monitors
Table 10-14 Terms Used In Group Programmed Data Display
Term Meaning
Super Name 1 The name of the group's supervisor, as programmed in CDE.
Super ID 1 The ID number of the group's supervisor, as programmed in CDE,
Sen'r Name
Sen'r ID
Prog Agts
The name of the group's senior supervisor, as programmed in CDE.
The ID number of the group's senior supervisor, as programmed in CDE.
The number of agents programmed as members of this group.
Threshld 1 The first threshold time for a call waiting for the group. This time is used to
indicate the overall caller load on the group. The flashing icons on agent
and supervisory sets are updated to reflect the status using this time.
Threshld 2 The second threshold time for a call waiting for the group, This time is
used to indicate the caller load on the group. The flashing icons on agent
and supervisory sets are updated to reflect the status using this time,
O/F Timer
After Work
The setting of the 'overflow' timer for the group.
The setting of the after work timer for the group.
Group Statistics
The Group Statistics form in Figure I O-9 shows a summary of statistics collected over
the
past hour
and shift totals for the group.
14:26 23-APRa9 GROUP STATISTICS MITELACD TELEMARKETER
LAST HOUR
ANSbyGRP :
OFFERED *
OvERFLOwEIi
LOGINS
AVG AGENTS i
MAKEl BUSY :
OUTGOING :
NON ACD :
43 03:ll
63
17
-
3.4
12 00:49
1 Oli43
SHIFTTOT& from 08:OO
ANS by GRP : 397 02:58
OFFERED : 487
OVER- : 83
F'LOWED : 13
LOGINS 6.8
AVG AGENTS : 62 01:46
MAKE BUSY : 3 02:Ol
OUTGOING : 2 02: 12
NON ACD
GROUP 1 A/VSALE
l- 2-
3- 4- 5- CANCEL
5- 7- PRINT 8- PREVIOUS 9%NEXT O-RETURN
Figure IO-9 Group Statistics Display
Table IO-1 5 describes the softkeys presented with the Group Statistics display.
Table I O-l 6 defines the fields on the display.
9109-096-62O-NA Issue 1 Revision 0 620 10-19