Mitel SX-200 Practices page 890

ACD TELEMARKETER Application Package
Table l&l9 Agent Summary Form Softkey Labels
Soft key Label
PROGRAMMING
STATISTICS
\
Function
Displays the Agent Programmed Data form showing the CDE information
for the agent currently bracketed by the work-line arrows. Refer to page
620 1 O-25 for a description of the Agent Programmed Data form.
Accesses the Agent Statistics form that shows a statistical overview of
the agent's activity at the present moment, and a summary of statistics
collected over the past hour. Page 620 1 O-26 describes the Statistical
Overview.
ACTIVITY
CANCEL
Accesses the Agent Activity display containing a frequently updated view
of current status of the agent and the agent's set. See page 620 10-28
for a description of this form.
Returns the user to the System level. Refer to paragraph 10.4 for
details.
PRINT
PAGE UP
PAGE DOWN
Prints the Agent Summary form at the printer used for the ACD Monitor
Print.
Accesses agents with lower group numbers if there are more agent
summary lines than fit on one screen, The key only appears when an
upward scroll can occur.
Accesses agents with higher group numbers if there are more agent
summary lines than fit on one screen. The key only appears when a
downward scroll can occur.
Table l&20 Terms Used In Agent Summary Display
Term
Grp Num
Agent 'Name
Agent ID
ACD State
Meaning
Agent Name And Current State
The agent group's number.
The agent's name as programmed in CDE.
The agent's ID or access code.
The current state of the agent as one of the following:
acd on an ACD call
dnd
the agent's set has Do Not Disturb active
hold
agent has an ACD caller on hold
makeb
agent has entered the make busy state
nonacd agent is on a non-ACD or outgoing call
ready agent is ready to accept an ACD call
afterw
agent is in after-work timer state
Page 1 of 2
620 10-24
Revision 0 9109-096-62O-NA Issue 1