Mitel SX-200 Practices page 888

ACD TELEMARKETER Application Package
Table 10-18 Terms Used In Group Activity Display
Term
Calls Wtg
Longst Wtg
Under 1st
\
Between
After 2nd
Overflowed
Held Calls
Logged On
Ready
After Work
On ACD
Make Busy
DND
On Non ACD
Meaning
Caller Activity
The number of callers queued for this group from all paths.
The waiting time of the longest waiting caller queued for this group.
The number of callers queued for this group who have been waiting for less
than the first threshold timer.
The number of callers queued for this group who have been waiting for longer
than the first threshold timer but less than the second threshold timer.
The number of callers queued for this group who have been waiting for longer
than the second threshold timer.
The number of callers queued for this group who have overflowed to the next
group in the path, if programmed to do so.
The number of callers on hard hold by agents in this group.
Agent Activity
The number of agents currently logged on in this group.
The number of agents in this group ready to take an ACD call.
The number of agents who have just completed an ACD call, and their After
Work Tmer is active.
The number of agents currently on incoming ACD calls.
The number of agents currently in Make Busy.
The number of agents with Do Not Disturb activated.
The number of agents currently on non-ACD incoming calls or outgoing calls.
Monitoring Agents
IO.7 The following forms provide information about the agents programmed in the ACD
system who are currently logged in. The primary form within the agent sub-level is
the Agent Summary that provides an 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 to access additional forms supplying detailed information about the
agent and the agent's performance.
The additional forms are:
l
Agent Programmed Data display showing all information entered during Customer
Data Entry that affects this agent.
l
Agent Statistics display with details of the agent's performance over the last hour,
and a comparison between the performance of this agent and the entire group.
l
Agent Aotivity display showing the current status of any specified agent.
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9109-096-62O-NA
Issue 1