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

ACD Supervisor and Senior Supervisor Sets 
l An illegal user attempting to set up a monitor causes an ACCESS DENIED message 
to appear on the set. 
. An attempt to monitor an agent who is not logged in results in a set displaying that the 
number is invalid. 
. Attempting to monitor an agent who has Do Not Disturb activated and is idle results in 
the supervisory set displaying that the set has Do Not Disturb activated. 
At any time while monitoring, the senior supervisor or supervisor may enter the...

ACD TELEMARKETER Application Package 
620 6-14 Revision 0 9109-096-62O-NA Issue 3  

7 . 
REPORTS 
The ACD TELEMARKETER package generates a series of printer directed reports 
listing call and performance information for agents, paths, and groups. The Agent Shift 
Summary Record covers the agent’s logon period and is automatically printed when 
an agent logs off. The Path and Group Summary reports present information collected 
over a pre-defined period. 
The reporting parameters may be selected through the maintenance terminal or the 
console. 
Refer to Report Commands (paragraph 7.5)...

ACD TELEMARKETER Application Package 
DALZ GRP AGENT EXTN LOGIN SHIFT CALLS TIMEi EX’I’JNT TIME MAKEBUSY l’Ib!lE 
11/12/92 000124157 
05211 O&26 
07:45 0036 07:01:23 
0008 00:31:52 
3 00:35:10 
Figure 7-2 Agent Shift Records - Example 2 
The example in Figure 7-2 shows that on November 12, 1992, agent 24157 of agent 
group 1 at extension 5211 logged on at 08:26:54 for a period of 7 hours and 45 minutes. 
The agent answered 36 ACD calls which lasted a total of 7 hours, 1 minute and 23 
seconds. 
Eight...

Reports 
Path Summary Report 
7.2 A Path Summary Report is printed only for programmed entities. This report includes: 
l total counts for traffic entering the path during the specified time period 
l the number of those calls that were answered, abandoned, and interflowed. 
Figure 
7-3 provides an example of a Path Summary Report. Fields in the report are 
defined 
in Table 7-2. 
Perhk7JAN-93 8:3Oto4:30 
PATH ENTERED ANSWERED ABANDONED INTERFXOWIZD SERVICE 
23 
1732 1578000:15 
0020003:08 0134003:27 0...

ACD TELEMARKETER Application Package 
Group Summary Report 
A summary record for the Group Reports is printed for programmed entities only. The 
information in the Group Summary Report is categorized as: 
offered, 
answered, 
non-ACD external calls, 
non-ACD other calls, and 
the average number of agents logged in during the period. 
Figure 7-4 provides an example of a Group Summary Report. Table 73 defines the 
fields in this report. 
GROUP OFFERED ANSWERED NON-ACD NON-AC-D AVERAGE 
EXTERNAL OTHER...

m . 8 
Reports 
Table 7-3 Group Summary Report Fields 
(continued) 
Softkey Label 
NON-ACD 
EXTERNAL 
NON-ACD OTHER Function 
Total number of external calls made by this group and the 
average time of these calls. 
Total number of calls, other than non-ACD external calls and 
ACD calls, made and received by the group and the average 
time of these calls. 
AVERAGE LOGGED IN Average number of agents logged in during the 
period. The 
number logged in is calculated every time that the queue 
status keys are...

ACD 7ELEMARkETER Application Package 
Report Commands 
7.5 
I Either the maintenance terminal or console can be used to enter the softkey 
commands and parameters needed to start the ACD Reports. Refer to RS-232 
Maintenance Terminal, Practice 9109-09&351-NA, for instructions on using the 
terminal. The following subsections describe the report commands. 
Accessing Reports 
To access the reports, login to maintenance at the console or maintenance terminal 
using the correct USERNAME and PASSWORD. Figure...

Reports 
SET Command 
Use the SET command to enter or change any ACD Report parameters. After pressing 
the SET softkey, the prompts change as shown in Figure 7-6: 
l-AGENT_SHFT Z-PERIOD 3-DURKION 4-AUTOPRINT 5-CANCEL 
& 7-START_TIME 8--GRP_SUMMAlXY 9- o- 
Figure 74 Softkey Labels, SET Softkey Subform 
Use the softkeys to enter the required data and to 
exit from the ACD REPORT function. 
The softkey functions are described in Table 7-4: 
Table 7-4 
SET Softkey Subform Functions 
Softkey Label...

ACD TELEMARKETER ADDlication Package 
SHOW Command 
Use the SHOW command to display the status of the ACD reports. After pressing the 
SHOW softkey, the labels change as shown in Figure 7-7: 
l- 2- 3-STmS 4- 54ANcEL 
6- 7- 8- 9- o- 
Figure 7-7 Softkey Labels, SHOW Softkey Subform 
Use the softkeys to enter the required data. The SHOW subform softkey functions are 
described in Table 
7-5: . 
Table 7-S SHOW Softkey Subform Functions 
Softkey Label 
STATUS 
CANCEL Function 
The STATUS softkey 
displays the...