Nortel NAC User Manual page 94

Using Multiple Queue Assignment
Interpreting the Network Position Status Counts Display
Standard 1.0
Step Action
Spare... Shows the number of positions that were not manned
the last time the display was updated. If MQA is enabled, this
field is pegged only against the agent's primary queue. For
example, the agent could monitor the BL-4000,
BL-5000, and BL-6000 queues. BL-4000 could be the primary
queue. When the agent logs out, only BL-4000 increments by
one.
ACD Call...
Shows the number of manned positions that were
handling ACD calls the last time the display was updated. If
MQA is enabled, only the in-use queue increments by one.
Since the agent is not available to take calls from the other
queues that he or she is servicing, the Not Ready field for those
queues increments by one.
Not Ready...
Shows the number of manned positions that were
not available to take calls the last time the display was updated.
If MQA is enabled, only the in-use queue increments by one.
Waiting...
Shows the number of manned positions that were
ready to take a call but did not have a call to take the last time
the display was updated. If MQA is enabled, all queues being
serviced by the agent increment by one.
DN Call... Shows the number of manned positions that made or
received a DN call the last time the display was updated. If
MQA is enabled, only the in-use queue increments by one.
Network Administration Center
User Guide Supplement
83
November 1998