Mitel SX 200 DIGITAL Pabx General Descriptions Manual

9. REPORTS 
9.1 The ACD TELEMARKETER package generates a series of printer di- 
rected reports listing call and performance information for agents, paths, 
and groups. The Agent Shift Summary Record covers the agent’s logon peri- 
od, and is automatically printed when an agent logs off. The path and group 
reports present information collected over a pre-defined period. 
The reporting parameters may be selected through the maintenance terminal 
or the console. Refer to paragraph 9.12 for descriptions of...

ACD TELEMARKETER Application Package 
Agent Shift 9.3 The following example shows an Agent Shift record. The fields in the 
Records - Example record are described below the example. 
1 
DATE GROUP AGENT EXTN LOGIN SHIFT CALLS TIME EXT-OUT TIME 
01/27/88 0018 00349 01432 13:28:16 06:35:04 0485 03:34:51 0016 01:25:26 
On January 27, 1988 agent 349 of agent group 18 at extension 1432 logged 
on at 13:28: 16 for a period of 6 hours, 35 minutes, and 4 seconds. The agent 
answered 485 ACD calls which lasted a...

Reports 
Table 9-5 Path Summary Report Fields 
(continued) 
Softkey Label 
ABANDONED Function 
Number of calls which entered this path that aban- 
doned and the average time the caller waited be- 
fore abandoning. 
I 
INTERFLOWED Number of calls which interflowed out of this path 
and the average time before interflowing. 
I 
SERVICE Number of callers that were answered within the 
path service level in this time frame. 
Page 2 of 2 
Path Summary 
Report Example 9.7 The following example shows a typical...

ACB TELEMARKETER Application Package 
Table 9d Group Summary Report Fields 
Softkey Label Function 
GROUP Group number being summarized  Report Headers 9.9 Headers on the Group Summary Report identify the date and time of 
the report and identify each field on the report. Table 9-6 defines these 
fields. 
OFFERED Total number of calls offered to the group during 
the reporting period 
ANSWERED Total number of above calls that were answered by 
this group and the average length of time agents 
spent...

Reports 
Refer to Customer Data Entry (CDE), Practice 9109-094-210-NA, for program- 
ming details. 
Report Commands 9.12 Either the maintenance terminal or console can be used to enter the 
commands and parameters needed to start the ACD Reports. Refer to RS-232 
Maintenance Terminal, Practice 9109-094-351-NA, for instructions on using 
the terminal. The following subsection describes the report commands. 
To access the reports, login to the console or maintenance terminal using the 
correct USERNAME and...

ACD TELEMARKETER Application Package 
Use the softkeys to enter the required data and to exit from the ACD REPORT 
function. The softkey functions are as follows: 
Softkey Label 
AGENT SHIFT 
- Function 
Enables/disables printing of the agent shift summa- 
ry reports. Enabled by default. 
PERIOD 
Sets the length of each reporting period from 10 
minutes to 1 hour in 10 minute intervals. The de- 
fault.is 10 minutes. 
DURATION Sets the number of reporting periods. The duration 
must be a minimum of one...

Reports 
Softkey Label 
STATUS 
STATUS 
CANCEL Function 
The STATUS softkey displays the following informa- 
tion in the screen window: 
STATUS : Active/inactive 
GROUP SUMMARY : ON/OFF 
AUTO PRINT : ON/OF 
The STATUS softkey displays the following informa- 
tion in the screen window: 
GROUPSUMMARY : ON/OFF 
STATUS : Active/Inactive 
START TIME : HH:mm 
PERIOD : nn minutes 
.DURATlON : nn periods 
AGENT SHIFT : ON/OFF 
Cancels the show command 
QUIT Command 9.15 This softkey command’allows the user to...

ACD TELEMARKETER Application Package 
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9109-094-620-NA issue 3 Revision 1  

10. ACD MONITORS 
10.1 The ACD Monitors act as a “window” to the ACD system by giving 
ACD Supervisors an event-display that is updated after the completion of 
each ACD activity. This section describes the purpose and content of each 
monitor, and defines the monitor fields and the keys available in each dis- 
play. 
HIERARCHY OF MONITOR DISPLAYS 
:’ 10.2 The Monitors allow access to four areas of the ACD TELEMARKETER 
system. The user may view the current activity for: 
l the overall system, 
l paths,...

ACD TELEMARKETER Application Package 
10.3 The System Activity monitor displays the current status of the ACD 
system. The display shows the number of agents logged in, the number of 
calls in the system, and general statistics on agent performance. 
10.4 The Path Summary monitors are a series of displays for individual 
paths. Displays include the CDE programmed parameters of the path, the cur- 
rent activity on the path, and a brief statistical analysis for the path. 
10.5 The Agent Groups Summary...