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

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m 
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 group. 
The first threshold time for a call waiting for the group. This time is used to 
indicate the overall caller load on the group. The flashing icons on agent 
and supervisory sets are updated to reflect the status using this time. 
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 supervisory sets are updated to reflect the status using this time. 
The setting of the ‘overflow’ timer for the group. 
The setting of the after work timer for the group. 
Group Statistics Display 
Pressing the STATISTICS softkey in the Agent Group Monitor window displays the 
Group Statistics form (Figure S-9). This display provides a summary of statistics 
collected over the past hour and shii totals for the group. 
14~26 23-APR-89 GROUP STATISlYICS MITELACDTELEMARKETER 
LAST HOUR 
SHIFTTOTAL from O&O0 
ANSbyGRP 
: 43 03:ll 
OFFERED 
: 63 
OVERFLOWER 17 
LOGINS 
AVG AGENTS i 3.4 
MAKE BUSY : 12 
00:49 
OUTGOING : - 
NON ACD : 1 Oli43 ANSbyGRP 
: 397 
0258 
OFFERED 
: 487 
OVER- 
: 83 
FLOWED 
: 13 
LOGINS 
AVG AGENTS 
i 6.8 
62 
Ok46 
MAKEBUSY 
: 3 
02:Ol 
OUTGOING 
: 2 
0212 
NON AC.D 
GROUP 1 
ANSALE 
l- 
2- 
3- 
4- 
5- CANCEL 
6- 
7- PRINT 
8- PREVIOUS 
P-NEXT 
O-RETURN 
I 
Figure 8-g Group Statistics Display 
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							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 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 higher 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 page 620 8-l 7 for details 
Table 6-16 Terms Used In Group Statlstlcs Display 
Overflowed The number of calls that have overflowed from thii 
Ion IS an average 
D calls receive 
I 
Note: ThefielddefinitionsinTable 646applytothe IASTHOURfieid andtheSHIFTTOTALfield.Theshiistarttime 
is programmed from the System Maintenance faciliiviatheACD_REPORTS softkey. The group shii buffers 
are dsarad at that time. 
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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 : 
- 
FLOWED 
ON non ACID : 
1 
: 1 
HELD CALLS 
l- 
6- GROUP 1 ANSALE 
.2- 
3- & 
5- CANCEI 
7- 
8- PREVIOUS 9-m 
o-FtETum 
Figure 8-10 Group Activity Display 
Table 8-17 describes the softkeys presented with the Group Activity display. 
Table 8-18 defines the fields in the display. 
Table 8-17 Group Actlvlty Softkey Labels 
Softkey Label 
CANCEL Function 
Returns the user to the System level. Details of the System level are in 
paragraph 8.3. 
PREVIOUS This softkey is present if groups exist that have lower access codes 
than the group being displayed. Pressing this key displays the activii 
for the next lower ACD 
Group. 
VEX-r 
RETURN 
This softkey is present if groups exist that have higher access codes 
than the group being displayed. Pressing this key displays the activii 
for the next higher ACD Group. 
The RETURN key (either hardkey or softkey) returns the user to the 
GrouD Summarv form. Refer to page 620 6-l 7for details. 
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							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 number of callers queued for this group who have been waiting for longer 
than the first threshold timer but less than the second threshold timer. 
The number of callers queued for this group who have been waiting for longer 
than the second threshold timer. 
The number of callers queued for this group who have overflowed to the next 
group in the path, if programmed to do so. 
The number of callers on hard hold by agents in this group. 
Agent Actlvlty 
The number of agents currently logged on in this group. 
The number of agents in this group ready to take an ACD call. 
The number of agents who have just completed an ACD call, and their After 
Work Timer is active. 
The number of agents currently on incoming ACD calls. 
The number of agents currently in Make Busy. 
The number of agents with Do Not Disturb activated. 
The number of agents currently on non-ACD incoming calls or outgoing calls. 
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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. These softkeys are 
described in Table 8-19. 
The additional forms are: 
. 
I 
Agent Programmed Data display showing all information entered during customer 
data entry that affects this agent. 
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 entire group. 
Agent Activity display showing the current status of any specified agent. 
These forms are described in detail below. 
Accessing the Agent Summary Form 
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 presented with the 
screen shown in Figure 8-11. 
Information about the chosen agent appears at the top. Table 8-20 defines the fields 
in the display. 
Pressing the RETURN key without first entering an agent ID number also displays the 
screen shown in Figure 8-11, but in this case the agents are listed by group number 
and ID number 
from lowest to highest ID number as programmed during customer data 
entry. 
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. 
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							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 ISKOVITCH 4100 ready - 
: 
42 CUOMO MARY 73550 makeb 11 04~27 67 132 - : 1 6oio 
49 LAM JSOEPH 2210 acd 19 02z39 loo 102 - 
: - : 
- 
PROGRAMMING 2- STATISTICS 3- ACTIVITY 4- 5-CANCEL 
k 7- PRINT 8- PAGE UP 9- PAGE DOWN o- RETURN 
Figure 8-11 Agent Summary Form Display 
Table 
9-19 Agent Summary Form Softkey Labels 
Softkey Label 
PROGRAMMING 
STATISTICS 
ACTIVITY 
CANCEL 
PRINT 
PAGE UP 
PAGE DOWN 
Function 
Displays the Agent Programmed Data form showing the CDE information 
for the agent currently bracketed by the work-line arrows. Refer to page 
620 8-27 for a description of the Agent Programmed 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 
collected over the past hour. Page 620 8-29 describes the Statistical 
Overview. 
Accesses the Agent Activii display containing a frequently updated view 
of current status of the agent and the agents set. See page 620 8-31 for 
a description of this form. 
Returns the user to the system level. Refer to paragraph 8.3 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. 
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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 agent is ready to accept an ACD call 
aftefw aaent is in afterwork timer state 
Answered 
Cmp To Grp Av 
Summary - Last Hour 
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 compared 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 
answered by the rest of the agents in the group over the same period. 
Non ACD 
Make Busy 
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. 
Agent Programmed Data Form 
Pressing the PROGRAMMING softkey displays the Agent Programmed Data form 
(Figure 8-12). This form displays the data programmed for the agent by the installer 
during customer data 
entry. The softkeys and fields on the form are described in 
Table 8-21 andT&ble 8-22. 
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							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 there is a preceding agent. 
NEXT Displays the next agent, sorted by group number and agent ID. The 
softkey only appears when there is an additional agent. 
RETURN The REllJRN k 
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							ml 
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 set, overwriting the sets existing COS. 
Agent Statistics Form 
Pressing the STATISTICS softkey displays theAgent Statistics form (Figure S-13). 
This form provides a summary of agent performance statistics collected over the past 
hour. 
Table 8-23 describes the softkeys presented with the Agent Statistics display. 
Table 8-24 defines the fields on the display. 
1553 23-APR-89 AGENT SJXI’ISTICS MITliL ACD TELEMARKETER 
AGENTDAIA 
GROUP NAME : NEWSROOM 
GROUP NUM : 33 
LOGIN TIME : W27 
LOGIN DATE : 
2%APR-S9 
SHIFI: 
DUR : 0236 
LAST HOUR 
ANS by AGT : 13 02z21 
READY : 15 a56 
MAKE BUSY 2 ooz47 
OUTGOING : - : 
ON non ACJJ : - : 
SHIFT TOTAL 
ANS by AGT : 49 1:46 
Figure 8-l 3 Agent Statistics Display 
AGENT 3250 LIKOUDIS J 
l- 
6 2- 
3- 4- 
5-CANCEL 
7- PRINT S- PRlwIous 9-NEXT 
o-RETURN 
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							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 
agent ID. The softkey only appears when there is an additional agent. 
The RETURN key (either hardkey or softkey) returns the user to the 
Agent Summary form described on page 620 8-25. 
Table 8-24 Terms Used In Agent Statlstlcs Dlsplay 
Term 
Iigent Data 
Group Name 
Group Num 
Login Time 
Login Date 
Shift Dur 
Last 
Hour Meaning 
The group’s name as programmed in CDE. 
The group’s number as programmed in CDE. 
The time the agent logged into ACD. 
The date the agent logged into ACD. 
The duration of the agent’s shii since login. 
MsByAgt 
Ready 
Make Busy 
Outgoing The number and average duration of incoming ACD calls answered by the 
agent. 
The number of times the agent became ready to receive an ACD call and the 
average duration of each ready interval. 
The number of times the agent was in Make Busy and the average time 
spent in the Make Busy state over the past hour. 
The number of external outgoing calls placed by the agent and the average 
duration of these calls. 
On Non ACD 
Shlft Total 
The number of non-ACD calls handled by the agent. Includes both incoming 
and outgoing external calls, and all internal calls. 
The number and average duration of incoming ACD calls answered by the 
agent since login. 
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