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 
conversation by pressing the CONF softkey (SUPERSET4) or the TRANS/CONF key 
(SUPERSET420). The monitoring session is ended by pressing the HANG UP softkey 
(SUPERSET 4) or the CANCEL key (SUPERSET 42U). If the agent interrupts the 
conversation by placing the caller on hold, or terminating or transferring the call, the 
supervisory set displays “DISCONNECTED” and the system gives m-order tone. The 
supervisory set responds in the same manner if the ACD caller terminates the call. 
Help Call Feature 
I 
6.12 The Help Call feature is initiated by an agent who needs assistance from a 
supervisor. A supervisor or senior supervisor receiving a help request gets an 
audible and visual indication on the 
SUPERSET or SUPERSET telephone. 
Operation 
I When an agent initiates a help request, the supervisory set rings and the display 
changes to ‘HELP’ followed by the agent’s name and ID number:When the senior 
supervisor or supervisor lifts the handset, a monitor begins. To form a conference with 
the agent and ACD caller, the supervisor/senior supervisor must press the CONF 
softkey 
(SUPERSET 4) or the TRANS/CONF key (SUPERSET 42lJ. 
If a help request is sent to a busy supervisory set, the set rings and displays ‘HELP’ with 
the agent’s name and ID. The supervisory set however, can only handle the request 
after the current call is terminated. 
If auto answer is enabled at a supervisory telephone, it will be ignored. The telephone 
will ring until the handset is lifted. 
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							ACD TELEMARKETER Application Package 
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							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) for descriptions of the 
parameters and how they are selected. 
Agent Shift Summary Record 
7.1 
An Agent Shift Summary Record prints automatically whenever an agent logs out. 
Once enabled, this report requires no predefined time parameters. Refer to the SET 
Command section of paragraph 7.5 for instructions on enabling the Agent Shift 
Summary Record. 
Figure 7-l and Figure 7-2 provide examples of Agent Shift Summary Records. The 
fields in the record are defined in 
Table 7-1. 
DKl-E GRP AGENT FXTN LOGIN SHllT CALLS TIME! EXT-OUT TIME 
01/27/93 001800349 01432 13:28 06135 0485 03:34:51 0016 01:25:26 
Figure 7-1 Agent Shift Record - Example 1 
The display in Figure 7-l shows that on January 27,1993, agent 348 of agent group 
18 at extension 1432 logged on at 13:28:16 for a period of 6 hours and 35 minutes. 
The agent answered 485 ACD calls which lasted a total of 3 hours, 34 minutes and 51 
seconds. 
Sixteen non-ACD external outgoing calls lasting a total of 1 hour, 25 minutes and 26 
seconds were made by this agent during the shift. The agent’s extension was in Make 
Busy state once for 15 minutes and 2 seconds. 
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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 non-ACD external outgoing calls with a total duration of 31 minutes and 52 
seconds were placed by the agent during the shift. The agent’s extension was in Make 
Busy state three times and spent a total of 35 minutes and 10 seconds in Make Busy. 
Table 7-l Agent Shlft Summary Record Flklds 
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							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 
Figure 7-3 Sample Path Summary Report 
The example in Figure 7-3 shows that path number 23 received 1732 calls and of 
these, 1578 were answered within an average of 15 seconds. 
Twenty calls were abandoned after waiting an average of three minutes and eight 
seconds. The 134 calls that interflowed out of the path did so after an average time of 
three minutes and 27 seconds. No calls were answered within the Path Service Level 
time. 
Table 7-2 Path Summary Report Fields 
Softkey Label Function 
PATH Path number. 
ENTERED Total number of calls entering this path. 
ANSWERED Total number of calls entering this path which 
were answered and the 
average time to answer. 
ABANDONED Number of calls which entered this path that were abandoned and av- 
erage 
time the caller waited before abandoning. 
INTERFLOWED Number of calls which interflowed out of this path and the average 
time before interflowing. 
SERVICE Number of callers that were answered within the path service level in 
this time frame. 
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							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 LOGGEDIN 
12 0174 0131 2:21 
0015 4:09 0021 1:57 7 
Figure 7-4 Sample Group Summary Report 
The example above shows that agent group number 12 was offered.174 calls, 131 of 
which the group handled. Each agent spent an average of two minutes and 21 seconds 
speaking to the caller. 
The 15 non-ACD external calls placed by the group had an average duration of four 
minutes and nine seconds. 
Other non-ACD calls, a total of 21, lasted an average of 
one minute and 57 seconds. An average of seven agents were logged in for this report 
period. 
r 
Table 73 Group Summary Report Fields 
I Softkey Label I Function 
GROUP 
OFFERED Group number being summarized. 
Total number of calls offered to the group during the reporting 
period from all 
paths. 
ANSWERED Total number of ACD calls that were answered by this group 
and the average length of time agents spent talking to the 
caller. 
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							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 updated, and these counts are then averaged. 
Page 2 of 2 
Printing Reports 
7.4 Before the reports can be printed, the printer assignment must be completed as 
follows: 
CDE Form 34, Directed IO 
l assign the ACD AGT SUM and ACD GRP SUM printouts. 
Refer to Customer Data Entry, Practice 9109-09~Zl @-NA, for programming details. 
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							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 7-5a displays the softkey 
labels that appear after maintenance login. 
To access the ACD Reports subfonn, press the ACD_REPORTS softkey. The softkey 
labels at this level are shown in Figure 7-5b. The SET softkey sets up the various 
parameters for the summary reports. The SHOW softkey shows the current setup of 
the ACD printouts. QUIT exits the user from the ACD Report mode. These softkey 
commands are described in more detail below. 
l-SYSTEM 2- 
64ulT 
7-LOGS 
34XAGNOSTICS 4- 
8-AcD_REpORTS 9-REI’O~ 5-TRAFFIC_MEAS 
o- 
a) Softkey Labels After Maintenance Login 
l-SET i&SHOW 
3- 4 5- 
b) Softkey Labels, ACD Reports Subform 
Figure 7-5 Accessing Reports: Softkey Labels 
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							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 
4GENT_SHIFT Function 
Enables/disables printing of the agent shii summary reports. 
Enabled by default. 
PERIOD Sets the length of each reporting period from 10 minutes to 1 
hour in 10 minute intervals. The defautt is 10 minutes. 
DURATION Sets the number of reporting periods. The duration must be a 
minimum of one period. The product of the duration multiplied 
by the period must be less than or equal to 
24 hours. The 
default duration is 6 periods. 
AUTOPRINT Enables/disables printing of an intermediate report at the end 01 
each repotting period. Enabled by default. 
CANCEL 
. 
START-TIME Terminates the SET command. 
Sets the time of day, at 10 minute intervals, when the shii data 
collection starts. The start time must be defined before the 
group summary reports can be enabled. The default start time 
is 08:OO. 
GRP_SUMMARY Enables/disables printing of the group summary reports. 
Disabled by default. A start time must be defined before the 
report is enabled. 
Notes: 
1. The DURATION, PERIOD, GRP_SUMMARY, and the START_TIME cannot be changed once 
the report is running. Stop the report before attempting to change these parameters. 
2. The start time is used to clear the shifl buffers, even if no printouts are enabled. See ACD 
MONITORS section. 
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							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 following information in the screen 
window: 
GROUP SUMMARY 
: ON/OFF 
STATUS : Active/Inactive 
AUTO PRINT 
: ON/OFF 
START TIME 
: hh:mm 
PERIOD 
: nn minutes 
DURATION 
: nn periods 
AGENT SHIFT 
: ON/OFF 
Cancels the show command. 
QUIT Command 
This softkey command allows the user to exit from the ACD REPORT mode at the 
console or terminal. 
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