Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

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ACD Monitors 
Table 8-14 Terms Used In Group Programmed Data Display 
Term 
Super Name 
Super ID 
Sen’r Name 
Sen’r 
ID 
Prog Agts 
Threshld 1 
Threshld 2 
O/F Timer 
After Work 
Meaning 
The name of the group’s supervisor, as programmed in CDE. 
The ID number of the group’s supervisor, as programmed in CDE. 
The name of the group’s senior supervisor, as programmed in CDE. 
The ID number of the group’s senior supervisor, as programmed in CDE. 
The number of agents programmed as members of this...

ACD 7ELEMRKETER Application Package 
Table 6-15 
describes the softkeys presented with the Group Statistics display. 
Table 6-16 describes the fields in the display. 
Table 6-15 Group Statistics Display Softkey Labels 
Softkey Label 
CANCEL 
PRINT 
PREVIOUS 
NEXT 
RETURN Function 
Returns the user to the System level. Details of the System level are in 
paragraph 8.3. 
Starts a dump of this form to the printer used for the ACD Monitor Print. 
This softkey is present if groups exist that have lower access...

m . I 
ACD Monitors 
Group Activity Display 
Pressing the ACTIVITY softkey in the Agent Group Monitor window displays the Group 
Activity form (Figure 8-10). This form provides a continuously updated display of the 
activity of callers and agents within the group. 
1426 23-APR-89 
GROUPACTIVlTY h4ITELACDm 
CALLERACTNITY AGENTACTNITY 
CALLS WTG 
: 12 
LOGGEDON : 
10 
LONGST WTG 
: 01:38 
READY 
- 
uNDm1sT : 7 AFTER WORK; 1 
BETWEEN 
: 3 
ON ACD : 
7 
AlTER2ND 
: 2 
MAKE BUSY : 
1 
OVER- 
: 6 
DND : 
-...

ACD TELEMARKETER Application Package 
Table S-1 8 Terms Used In Group Activlty Display 
Term 
Calls wtg 
Longst Wtg 
Under 1 st 
Between 
After 2nd 
Overflowed 
Held Calls 
Logged On 
Ready 
After Work 
On ACD 
Make Busy 
DND 
On Non ACD Meaning 
Caller Actlvlty 
The number of callers queued for this group from all paths. 
The waiting time of the longest waiting caller queued for this group. 
The number of callers queued for this group who have been waiting for less 
than the first threshold timer. 
The...

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ACD Monitors 
Monitoring Agents 
Overview 
8.6 The following forms provide information about the agents programmed in the ACD 
system who are currently logged in. The primary form within the agent sub-level is 
the Agent Summary. This form provides an overview of current activity as well as a 
synopsis of statistical data collected over the past hour. 
A set of softkeys in this form provides access to additional forms which supply detailed 
information about the agent and the agents performance....

ACD TELEMARKETER Application Package 
1523 23-APR-89 AGENT SUMMARY MITELACD TELBMARKETER 
SUMMARY - LAST HOUR 
GRP AGENT AGENT ACD 
WM NAME ID 
SXXIE ANSWERED CMP to 
GRF’ AV NONACD MAKE BUSY 
2 JACOBSON K 2390 ready 27 0228 97 961 - 
: 3 0128 
2 OLIVETIIS 2750 acd 23 03:Ol 86 05 10 1 02~27 - 
2 ANDERS BOB 3215 nonacd 13 03:45 102 3 - 
: 5 OliU 
z KING  BRUCE SUSAN AlAN 3310 1540 makeb acd 12 4 01:58 02~35 80 10 93  98 - 2 00:47 : - 4 00;29 . 
33 LIKOUDIS J 3250 ad 13 cc21 loo loo 0 : 2 cK-k47 
42...

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ACD Monitors 
Table G20 Terms Used In Agent Summary Display 
Term Meaning 
Agent Name And Current State 
Grp Num 
Agent Name 
Agent ID 
ACD State 
The agent group’s number. 
The agent’s name as programmed in CDE. 
The agenfs ID or access code. 
The current state of the agent as one of the following: 
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+CD or outgoing call 
ready...

ADD TELEMARKETER Application Package 
15:53 23-APR-89 AGENT PROGRAMMED DATA MITEL ACD TELEMARKETER 
GROUP NAME NEWSROOM SUPER NAME : SOBRAN JOE AGENT COS : 12 
GROUP NUM : 33 SUPERID : 3soo 
SEN’R NAME : MORRISS F 
SEN’R ID : 3900 
l- 
6 2- 
7- AGENT 3250 LDK0uDI.S J 
% 4- 5-CANCEL 
8- PREVIOUS 9-NEXT cbmm 
Figure 8-12 Agent Programmed Data Display 
Table 
8-21 Agent Programmed Data Softkey Labels 
PREVIOUS Displays the previous agent, sorted by group number and agent ID. 
The softkey only appears when...

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ACD Monitors 
Table 8-22 Terms Used In Agent Programmed Data Display 
Term Meaning 
Group Name 
Group Num 
Super Name 
Super ID 
Sen’r Name 
Sen’r ID 
Agent COS The group’s name as programmed in CDE. 
The group’s number as programmed in CDE. 
The name of the agent’s supervisor. 
The ID of the agent’s supervisor. 
The name of the agent’s senior supervisor. 
The ID of the agent’s senior supervisor. 
The Class of Service assigned to the agent. When this agent logs in, 
this COS is transferred to the...

ACD TELEhhXRKETER Application Package 
Table 8-23 Agent Statistics Form Softkey Labels 
Softkey Label 
CANCEL 
PRINT 
PREVIOUS 
NEXT 
RETURN 
Function 
Returns the user to the system level. Refer to paragraph 8.3 for details. 
Prints this form to the printer used for the ACD Monitor print. 
Displays the statistics for the previous agent, sorted by group number 
and agent ID. The softkey only appears when there is a preceding 
agent. 
Displays the statistics for the next agent, sorted by group number and...