Mitel SX-200 Practices page 921

Appendix 6 - Planner Sheets
.
AGENT GROUP PLANNER
ACD TELEMARKETER@
INSTRUCTIONS
Use this planner as an aid in distributing the work-load of the agent groups. Complete this form before the Path
Planner. Once completed, transfer the Agent Group Number to the appropriate group (Primary, 1 st, 2nd, or 3rd)
on Line 3 of the Path Planner.
1. Overflow timer default is 9 minutes (maximum 54 minutes). This is the maximum time a call can be queued on the
group before overflowing. Prediction may allow the overflow before the timer expires. 1 st threshold default is 3
minutes (maxlmum 54 minutes), 2nd threshold default is 6 minutes (maximum 54 minutes). These are indications
for the agents (queue status) of how long the calls have been waiting to be answered. Afterwork timer defautt is 0
minutes (maximum 15 minutes). This is the amount of time an agent has after completing a call before receiving
the next call.
2. Use this boxto indicate how many paths the Agent Group is involved in. (P=primary, 1 =1 st. overflow group, 2=2nd
overflow group, 3=3rd overflow group). Transfer the Agent Group Number to the Path Planner (one for each Path
indicated in the box).
Overflow Time '
-.m
1 st Threshold
'
-.m
2nd Threshold - : -
After Work - : -
Overflow Trme -
m.-
1 st Threshold '
m.-
2nd Threshold '
m.-
After Work '
m.-
Agent Group #:,-
Name:
Overflow lIme - : -
1 st Threshold - : -
2nd Threshold - : -
After Work - : -
Overffow Time *
m.-
1stThreshold '
m.-
2nd Threshold '
m.-
9109-096-6204A Issue 1 Revision 0 620 B-3