Mitel SX 200 DIGITAL Pabx General Descriptions Manual

ACD Monitors 
Table IO-19 Group Programmed Data Softkey Labels 
Softkey Label 
CANCEL Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 . 
PREVIOUS This softkey is present if groups exist that have low- 
er access codes than the group being displayed. 
Pressing this key displays the activity for the next 
lower ACD Group. 
NEXT This softkey is present if groups exist that have high- 
er access codes than the group being displayed. 
Pressing this key...

ACD TELEMARKETER Application Package 
Table IO-20 Terms Used In Group Programmed Data Display 
(continued) 
Term 
Threshid 2 
O/F Timer 
After Work Meaning 
The second threshold time for a call waiting for the 
group. This time is used to indicate the caller load 
on the group. The flashing icons on agent and su- 
pervisory sets are updated to reflect the status. 
The setting of the ‘overflow’ timer for the group 
The setting of the after work timer for the group. 
Page 2 of 2 
Group Statistics 10.23 The...

ACD Monitors 
Table IO-21 Path Programmed Data Softkey Labels 
1 
Softkey Label 
CANCEL 
PRINT 
PREVIOUS 
NEXT 
RETURN Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 . 
Starts a dump of this form to the printer used for 
the ACD Monitor Print. 
This softkey is present if groups exist that have low- 
er access codes than the group being displayed. 
Pressing this key displays the statistics for the next 
lower ACD Group. 
This softkey is present if...

ACD TELEMARKETER Application Package 
Table 10-22 Terms Used In Path Programmed Data Display 
(continued) 
Term 
Make Busy Meaning 
The number of times members of this group went 
into Make Busy during the interval, and the aver- 
age duration of the Make Busy states. 
Outgoing The number, and average duration, of external 
outgoing calls made by the agents in this group 
over the time interval. 
Non Acd The number, and average duration, of internal calls 
made and non ACD calls received by group mem-...

ACD Monitors 
Table IO-23 Group Activity Softkey Labels 
Softkey Label 
CANCEL Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 . 
PREVIOUS This softkey is present if groups exist that have low- 
er access codes than the group being displayed. 
Pressing this key displays the activity for the next 
lower ACD Group. 
NEXT This softkey is present if groups exist that have high- 
er access codes than the group being displayed. 
Pressing this key displays the...

ACD TELEMARKETER Application Package 
Table IO-24 Terms Used In Group Acttvity Display 
(continued) 
Term Meaning 
Held Calls The number of callers on hard hold by agents in 
this group. 
I 
Agent Activity 
Logged On The number of agents currently logged on in this 
group. 
Ready 
After Work The number of agents ready to take an ACD call. 
The number of agents who have just completed an 
ACD call, and their After Work Timer is active. 
On ACD The number of agents currently on incoming ACD 
calls. 
I...

ACD Monitors 
Agent Summary 10.26 The Agent Summary form provides a snapshot view of an agent’s cur- 
rent state and a summary of one or more agents’ performance over the last 
hour. 
After pressing the AGENTS softkey at the System level, the user is prompted to 
enter an agent ID number. After entering a valid agent ID the user is pres- 
ented with the screen shown in Figure 10-l 1 _ information about the chosen 
agent appears at the top. 
Pressing the RETURN key without first entering an agent ID...

ACD TELEMARKETER Application Package 
Table IO-25 Agent Summary Form Softkey Labels 
Softkey Label Fun&h 
PROGRAMMING 
STATISTICS 
ACTIVITY 
CANCEL 
PRINT 
PAGE UP 
PAGE DOWN Displays the Agent Programmed Data form show- 
ing the CDE information for the agent currently 
bracketed by the work-line arrows. Refer to para- 
graph 10.28 for a description of the Agent Pro- 
grammed Data form. 
Accesses the Agent Statistics form that shows a 
statistical overview of the agent’s activity at the 
present moment,...

ACD Monitors 
Table IO-26 Terms Used In Agent Summary Display 
(conti n&d) 
Term 
ACD State 
Summary - Last Hour 
Answered 
Cmp To Grp Av 
Non ACD 
Vlake Busy 
I 
L Meaning 
The current state of the agent as one of the follow- 
ing; 
acd -on an ACD call 
dnd -the agent’s set has Do Not Disturb active 
hold - agent has an ACD caller on hold 
makeb -agent has entered the make busy state 
nonacd -agent is on a non-ACD, or outgoing call 
ready - agent ready to accept an ACD cai I 
The number and average...

ACD TELEMARKETER Application Package 
15: 53 23-APR-89 AGENT PROGRAMMED DATA MITELACD TELEMARKETER 
GROUP NAME : NEWSROOM SUPER NAME : SOBRAN JOE AGENT COS : 12 
GROUP NUM : 33 SUPER ID : 3800 
SEN’R NAME : MORRISS F 
SEN’R ID : 3900 
AGENT 3250 LIKOUDIS J 
l- 2- 3- 4- 5- CANCEL 
5- 7- 8- PREVIOUS 9- NEXT 0- RETURN 
Figure IO-12 Agent Programmed Data Display 
Table 1 O-27 describes the softkeys presented with the Agent Programmed 
Data display. Table 1 O-28 defines the fields on the display. 
Table IO-27...