Agent Status - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD Feature Interaction
0 9: 25
N u mb er o f Ag en t s – Ma n n e d: 9
C W: 1
N o.
4 01
4 02
4 03
4 04
4 05
4 06
4 07
4 09
4 14
Figure 38 SMIS Agent Statistics Display

Agent Status

Displays the current availability of each Agent within the ACD group. Included are the Agent's
ACD ID number, Agent's name, current status, and Work Unit code, if used.
example of the SMIS display.
N o .
2 4 01
2 4 03
2 4 05
2 4 07
2 4 14
Figure 39 SMIS Agent Status Display
Group Traffic Monitor
Group Traffic Monitor displays real-time statistical information used by the Supervisor in
evaluating ACD staffing requirements. Included are:
Total calls offered, answered, overflowed, and lost
334
6 / 10 / 97 Tu e s da y A ge nt St at i s ti cs Di spl ay
TM: 1 0
Ag en t C ur re n t Sta t
Na me St a tu s Time
Ja n e Un a v ai l 0 :2 6
Rob e rt Ta lk 0 :0 3
Al a n Un a v ai l 6 :3 3
Je ff Un a v ai l 9 :4 0
Ju d y Av a il 2 :3 6
To m Ta lk 3 :1 5
Te d Un a v ai l 8 :4 9
Ron Af t C al l :4 5
Er in Ta lk 4 :4 5
0 9: 25 6 /1 0 /9 7 Tu e sd a y
Ag e nt s S t at
N a m e St a t u s
Ti m e
Ja n e U n a v ai l
0: 2 6
Al a n U n a v ai l 6: 3 3
Ju d y Av a il
2: 3 6
Te d U n a v ai l
8: 4 9
Eri n Ta l k 4: 4 5
Bu sy : 4 Avail: 1 Un av ail: 4
Wo rk Ca ll Av erag e
Uni t Hn d l Talk ACW Hn dl
0 0 0 0
5 5 0 0 0 0
1 56 5 44 60 9
2 24 0 25 26 5
1 46 5 44 50 9
1 18 9 67 25 6
0 0 0 0
2 48 5 0 48 5
3 32 0 23 34 3
To t al s 1 0 25 1 22 27 3
A gent St at us Di spla y
W ork Agen ts
No. Name
U ni t
24 02 Robert
24 04 Jeff
24 06 Tom
24 09 Ron
ACD G r oup: 1
Av ail Aux. N on- %
Ti me W ork ACD Prod
0:2 6 0 :00 0 10 0
0:1 8 0 :00 0 32
1:3 0 0 :00 0 64
0:0 0 0 :00 0 48
0:0 0 0 :00 0 100
2:4 8 0 :00 0 75
0:0 0 0 :00 0 100
1:5 3 0 :00 0 93
4:4 0 0 :00 0 81
1:1 6 0 :00 0 77
1972
Figure 39
ACD Gro up: 1
S tat Work
S tatus
Ti me Unit
Tal k
0:03 55
Unavai l 9:40
Tal k
3:15
A ft Call
0:45
1973
Strata DK Feature Description 5/99
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