Mitel SX-200 Practices page 923

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 defauft 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 (maximum 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 default 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 box to 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 Trne - : -
1 st Threshold - : -
2nd Threshold - : -
After Work - : -
Overflow Trme- : -
1 st Threshold .
-.-
2nd Threshold- : -
After Work - i -
,
Agent Group #z -
Name:
Overflow Time .
-.-
1 st Threshold
'
-.m
2nd Threshold - : -
After Work - : -
overffow~me .
m.-
1 st Threshold - : -
2nd Threshold - : -
After Work - : -
Agent Group #. .-
Name:
1
Overflow Trme m.-
1 st Threshold
v.-
2nd Threshold- : -
Agent Group #:-~
Name:
overflow~me .
m.-
1 st Threshold - : -
2nd Threshold ' m.-
After Work - : -
Paths using this group:
O$l;;; Path # 1
9109-096-62O-NA Issue 1 Revision 0
Agent Group #: ,-
Name:
0v.3tflow -Eme- : -
1 st Threshold
mm-
2nd Threshold '
e.-
Agent Group #:-
Name:
ovetflow Trme - : -
1 st Threshold -
: -
2nd Threshold - I-
After Work '
-.-
620 B-5