Mitel SX-200 Practices page 894

ACD TELEMARKETER Application Package
Table l&24 Terms Used In Agent Statktics Display
Term
Agent Data
Group Name
Group Num
Login Time-
\
Login Date
Shift Dur
Last Hour
Meaning
The group's name as programmed in CDE.
The group's number as programmed in CDE.
The time the agent logged into ACD.
The date the agent logged into ACD.
The duration of the agent's shift since login,
;
Ans By Agt
The number and average duration of incoming ACD calls answered by the
agent.
Ready The number of times the agent became ready to receive an ACD call and the
average duration of each ready interval.
Make Busy
Outgoing
The number of times the agent was in Make Busy and the average time
spent in the Make Busy state over the past hour.
The number of external outgoing calls placed by the agent and the average
duration of these calls.
On Non ACD
Shift Total
The number of non-ACD calls handled by the agent. Includes both incoming
and outgoing external calls, and all internal calls.
Ans By Agt The number and average duration of incoming ACD calls answered by the
agent since login.
Agent Activii
The Agent Activity form shown in Figure 10-14 provides a continuously updated
e
display of ACD information for the agent, plus status for the agent's set and the current
call,
620 10-28
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9109-096-62O-NA Issue 1