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 displays the activity for the next 
higher ACD Group. 
RETURN The RETURN key (either hardkey or softkey) returns 
the user to the Group Summary form. Refer to para- 
graph 10.18 for details 
Page 1 of 1 
Table IO-20 Terms Used In Group Programmed Data Display 
Term 
I Meaning 
Super Name The name of the group’s supervisor, as pro- 
grammed in CDE 
Super ID The ID number of the group’s supervisor, as pro- 
grammed in CDE 
Sen’r Name The name of the group’s senior supervisor, as pro- 
grammed in CDE 
Sen’r ID The ID number of the group’s senior supervisor, as 
programmed in CDE. 
Prog Agts The number of agents programmed as members of 
this group. 
Threshld 1 The first threshold time for a call waiting for the 
group. This time is used to indicate the overall call- 
er load on the group. The flashing icons on agent 
and supervisory sets are updated to reflect the sta- 
tus using this time. 
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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 Group Statistics form in Figure 10-9 shows a summary of statistics 
collected over the past hour, and shift totals for the group. 
14:26 23-APR-89 GROUP STATISTICS MITEL ACD TELEMARKETER 
LAST HOUR SHIFT TOTAL from 08:OO 
ANS by GRP : 43 03:ll ANS by GRP : 397. 02:58 
OFFERED : 63 OFFERED : 487 
OVERFLOWED : 17 OVERFLOWED : 83 
LOGINS : - LOGINS * 13 
AVG AGENTS : 3.4 AVG AGENTS ; 6.8 
MAKE BUSY : 12 00:49 MAKE BUSY : 62 01:46 
OUTGOING : - : OUTGOING : 3 02:Ol 
NON ACD : 1 01:43 NON ACD : 2 02:12 
I- 2- 
i- 7- PRINT GROUP 1 AN SALE 
3- 4- 
8- PREVIOUS 9- NEXT 
Figure IO-9 Group Statistics Display 5- CANCEL 
0- RETURN 
Table 1 O-21 describes the softkeys presented with the Group Statistics display. 
Table 1 O-22 defines the fields on the display. 
The field definitions in Table 10-22 apply to the LAST HOUR field and the 
SHIFTTOTAL field. The shift start time is programmed from the System level in 
Maintenance via the ACD REPORTS softkey. The group shift buffers are 
cleared at that time. - 
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							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 groups exist that have high- 
er access codes than the group being displayed. 
Pressing this key displays the statistics for the next 
higher ACD Group. 
The RETURN key (either hardkey or softkey) returns 
the user to the Group Summary form. Refer to para- 
graph 10.18 for details 
Page 1 of 1 
Table 10-22 Terms Used In Path Programmed Data Display 
Ans By Grp The number of ACD calls answered by the group 
both over the time interval, and the average dura- 
tion of those calls. 
Offered The number of ACD calls offered to the group over 
the time interval from all paths. 
Overf I owed The number of calls that have overflowed from this 
group over the time interval when this group is the 
.primary group of a path. 
Logins The number of logins which occurred in this group 
over the time interval. 
Avg Agents The average number of agents logged in over the 
time interval. The calculation is: 
I total agent login time/total duration 
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							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- 
bers over the time interval. 
Page 2 of 2 
Group Activity 10.24 The Group Activity form shown in Figure IO-10 provides a continu- 
ously updated display of the activity of callers and agents within the group. 
14:26 23-APR-89 
CALLER ACTIVITY 
CALLS WTG : 12 
LONGST WTG: 01:38 
UNDER IST : 7 
BETWEEN : 3 
AFTER2ND : 2 
OVERFLOWED: 6 
HELD CALLS : 1 GROUP ACTIVITY MITEL ACD TELEMARKETER 
AGENT ACTIVITY 
LOGGED ON : 10 
READY : - 
AFTER WORK: 1 
ON ACD : 7 
MAKE BUSY : 1 
DND . - 
ON non ACDI 1 
l- 
s- 2- 
7- GROUP 1 
AfV SALE 
3- 4- 
5- CANCEL 
& PREVIOUS 9- NEXT 0- RETURN 
Figure IO-10 Group Activity Display 
Table 1 O-23 describes the softkeys presented with the Group Activity display. 
Table 1 O-24 defines the fields on the display. 
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							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 activity for the next 
higher ACD Group. 
RETURN .The RETURN key (either hardkey or sof-tkey) returns 
the user to the Group Summary form. Refer to para- 
graph 10.18 for details. 
Page 1 of 1 
Table IO-24 Terms Used In Group Activity Display 
Term Meaning 
Caller Activity 
Calls Wtg The number of callers queued for this group from 
all paths. 
Longst Wtg The waiting time of the longest waiting caller 
queued for this group. 
Under 1st The number of callers queued for this group who 
have been waiting for less than the first threshold 
timer. 
Between The number of callers queued for this group who 
have been waiting for longer than the first thresh- 
old timer but less than the second threshold timer. 
After 2n_d The number of callers queued for this group who 
have been waiting for longer than the second 
threshold timer. 
Overflowed The number of callers queued for this group who 
have overflowed to the next group in the path, if 
programmed to do so. 
Page 1 of 2 
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							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 
Make Busy The number of agents currently in Make Busy. 
I 
DND The number of agents with Do Not Disturb acti- 
vated. 
I 
On Non ACD The number of agents currently on non-ACD in- 
coming calls or outgoing calls. 
I 
Page 2 of 2 1 
MONITORING AGENTS 
10.25 The following forms provide information about the agents pro- 
grammed in the ACD system and currently logged in. The primary form within 
the agent sub-level is the Agent Summary that provides an overview of cur- 
rent activity as well as a synopsis of statistical data collected over the past 
hour. The user is presented with a set of softkeys to access additional forms 
supplying detailed information about the agent and the agent’s perform- 
ance. 
The additional forms are: 
l Agent Programmed Data display showing all information entered during 
Customer Data Entry that affects this agent. 
m 
l Agent Statistics display with details of the agent’s performance over the 
last hour, and a comparison between the performance of this agent and 
the the entire group. 
0 Agent Activity display showing the current status of any specified agent,. 
These forms are described in detail below. 
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							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 number also dis- 
plays the screen shown in Figure 10-l 1 , but in this case the agents are listed 
by group number and ID number from lowest to highest ID number as pro- 
grammed during Customer Data Entry. 
10.27 Entering an unprogrammed or out-of-range agent number results in 
an error message on the work-line. The CANCEL key allows deletion of the 
entry. Alternately, the user may press the RETURN hardkey and re-enter an 
agent number. 
15:23 23-APR-89 AGENT SUMMARY MITEL ACD TELEMARKETER 
1, 
6- 1 7- PRINT ) B-PAGE UP 1 9- PAGE DOWN IO- RETURN  - PROGRAMMING 2-STATISTICS 
3-ACTIVITY 4- 
5- CANCEL 
- ~~ I I I  SUMMARY-LAST HOUR 
GRP AGENT AGENT ACD 
NUM NAME . ID STATE ANSWERED CMP to GRP AV 
NONACD MAKE BUSY 
2 JACOBSON K 2390 ready 27 02:28 97 96 - : 3 01:28 
2 OLIVETTI S 2750 acd 23 03:Ol 86 105 1 02:27 - : 
2 ANDERS BOB 3215 nonacd 13 
03:45 102 103 -: 5 01:13 
2 KING SUSAN 3310 makeb 4 01:58 80 93 - ; - : 
5 BRUCE ALAN 
1540 acd 12 
02:35 10 98 2 00:47 4 00:29 
33 LIKOUDIS J 3250 ad 13 02:21 
100 100 0 : 2 00:47 
42 ISKOVITCH 4100 ready - - - - - : - : 
42 CUOMO MARY 73550 makeb 11 04:27 67 132 - : 
1 60:00 
49 LAM JSOEPH 2210 acd 19 02:39 100 102 -: -: 
s 
Figure IO-I 1 Agent Summary Form Display 
Table 1 O-25 describes the softkeys presented with the Agent Summary dis- 
play. Table lo-26 defines the fields on the display. 
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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, and a summary of statistics col- 
lected over the past hour. Paragraph 10.29 de- 
scribes the Statistical Overview. 
Accesses the Agent Activity display containing a 
frequently updated view of current status of the 
agent and the agent’s set. See paragraph 10.30 for 
a description of this form. 
Returns the user to the System level. Refer to para- 
graph 10.11 for details. 
Prints the Agent Summary form at the printer used 
for the ACD Monitor Print. 
Accesses agents with lower group numbers if there 
are more agent summary lines than fit on one 
screen. The key only appears when an upward scroll 
can occur. 
Accesses agents with higher group numbers if there 
are more agent summary lines than fit on one 
screen. The key only appears when a downward 
scroll can occur. 
Page 1 of 1 
Table IO-26 Terms Used In Agent Summary Display 
Term Meaning 
Agent Name And Current State 
I Grp Num The agent group’s number. 
I Agent Name The agent’s name as programmed in CDE. 
I Agent ID The agent’s ID or access code. 
Page 1 of 2 
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							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 duration of incoming 
ACD calls answered by this agent. 
The first percentage is the ratio of the number of 
incoming ACD calls answered by this agent com- 
pared to the.average number answered by the rest 
of the agents in the group over the same period. 
Agents logging on and off during the period affect 
the numbers. 
The second percentage is the ratio of the average 
call duration of incoming ACD calls answered by 
this agent compared to the average duration an- 
swered by the rest of the agents in the group over 
the same period. 
The number and average duration of non-ACD 
calls received and placed by the agent. 
The number and average duration of times the 
agent was in a Make Busy state. 
Page 2 of 2 
Agent 
Programmed Data 10.28 The Agent Programmed Data form displays the data programmed for 
the agent by the installer during Customer Data Entry. Figure 1 O-l 2 shows 
the form. The softkeys and fields on the form are described in 
Table IO-27 and Table 10-28. 
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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 Agent Programmed Data Softkey Labels 
Softkey Label _ Function 
CANCEL Returns the user to the System level. Refer to para- 
graph 10.11 for details. 
PREVIOUS Displays the previous agent, sorted by group num- 
ber and agent ID. The softkey only appears when 
there is a preceding agent. 
NEXT Displays the next agent, sorted by group number 
and agent ID. The softkey only appears when there 
is another agent. 
RETURN The RETURN key (either hardkey or softkey) returns 
the user to the Agent Summary form described in 
paragraph 10.26 . 
Page lof 1 
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