Mitel SX 200 DIGITAL Pabx General Descriptions Manual

ACD Supervisor Set
Help 
Softkey7.15The HELP softkey displays a prompt PRESS KEY O-9. As each dial pad
key is pressed, a help message is displayed on the set to remind the user which
report is associated with that dial pad key. For example, by dialing the digit 
1,
the set displays 1= WAIT TIME. Table 7-l lists the supervisor queue status
reports, and the key that displays each report.
The CANCEL 
softkey is also available. Pressing CANCEL returns the supervisor
set to the Queue Status mode.
_Table 7-l...

ACD TELEMARKETER Application Package
Agent Status Key . 7.16
The AGENT STATUS key and the LCD beside the key, serve two func-
tions in showing the supervisor the current status of an individual agent, and
reporting on the performance of the agent. Supervisors responsible for only
one agent group may have a 
SlJPERSET4 telephone programmed with an
AGENT STATUS key for each agent in the group.
When the Supervisor has more agents than available keys, or wishes to use
the keys for other functions, the system...

ACD Supervisor Set
lEXIT softkey exits the agent status display.
lHELP softkey prompts the user to ‘PRESS KEY O-9’. Pressing a a dial pad
key displays a help message to remind the user which report is associated
with the dial pad key. For example, dialing the digit 1 displays ‘1 
= WAIT
TIME’ on the set.
See Table 7-2 for a list of dial pad keys and examples and explanations of the
reports available. The six 
softkeys described at the.bottom of Table 7-2 re-
main on the set during the AGENT STATUS...

ACD TELEMARKETER Application Package
Table 7-2 Supervisor Reports -Agent Status
(continued)1 Key Number 1Sample Set DisplayMeaning
REMINDERDisplays the agent group number
and name you are presently looking
at.
-tMove forward to the next report
I4-IMove back to the previous report1
IPage 2 of 2 1
Shift Key7.17The SHIFT key is required when the number of Agents a Supervisor
controls is greater than the number of AGENT STATUS keys available on the
Supervisor’s set. This key allows one AGENT STATUS key to...

ACD Supervisor Set 
agent group. When the Supervisor has more Agent Groups than available 
QUEUE STATUS keys, the system provides a SHIFT key that allows the set to 
accommodate more than one agent group on a single QUEUE STATUS key. 
The Supervisors of multiple groups have no AGENT STATUS keys appearing on 
their sets, but may access the Agent Status reports by using the READ softkey 
as described in paragraph 7.20 . 
Queue Status Key 7.19 The QUEUE STATUS key displays the current status reports for the...

ACD TELEMARKETER Application Package 
620 7-10 
I I I I KEY NAME 
QUEUE STATUS 
SHIFT QUEUE STATUS QUEUE STATUS 
Key #I display Key #2 display 
Agent Group 1 Agent Group 2 
Agent Group 4 Agent Group 5 QUEUE STATUS 
Key #3 display 
Agent Group 3 
Agent Group 6 
I SHIFT Agent Group 7 none none 
Agent Group 1 Agent Group 2 Agent Group 3 
Figure 74 Queue Status Key Operation 
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8. ACD SENIOR SUPERVISOR SET 
8.1 This section of the practice describes the ACD TELEMARKETER fea- 
tures on SUPERSET telephones used by ACD Supervisors, and includes de- 
scriptions of: 
l special feature keys, 
l set displays, 
l reports, and 
0 set operation. 
The information in this section is aimed at those planning an ACD installa- 
tion, setting up an ACD system, and operating the sets in an existing system. 
Refer to Section 5, ACD Set Description -General, for descriptions of 
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ACD TELEMARKETER Application Package 
Operation agent queue on an ongoing basis. Further details of the LCD indications are 
provided in paragraph 7.13 . 
The QUEUE STATUS key also provides current status reports for the Agent 
Groups who report to the Senior Supervisor. When the key is first pressed, the 
set displays a summary of the queue activity. It presents the queue number, 
the number of ACD calls in the queue waiting to be answered, and the length 
of time the oldest call has been waiting. The...

ACD Senior Supervisor Set 
Table 8-3 Senior Supervisor Reports - Queue Status 
(continued) 
Key Number Sample Set Display Meaning 
3 ACD CALL 02:25 Average duration of ACD calls 
4 # NON ACD 2 Number of non-ACD calls made/an- 
swered by the group 
5 . NON ACD 01:46 Average duration of non-ACD calls 
6 # MADE BUSY 2 Number of times the agents entered 
make busy 
7 AVG BUSY 02:58 Average duration of make busy 
8 # ON HOLD 2 Number of ACD calls put on hard 
hold 
9 AVG HOLD 00:47 Average duration of ACD...

ACB TELEMARKETER Application Package 
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9109-094-620-NA Issue 3 Revision 1