Mitel Sx-200 El/ml TELEMARKETER For The Superset 4150 Guide
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12 Queue Status at a Glance The indicator beside a QUEUE STATUS key shows the current status of the call waiting queue for the associated agent group. Refer to Table 5 in the Reports and Indicators section for information on how to interpret the queue status indicator flash rates.
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13 Displaying a Group’s Queue Status A QUEUE STATUS key allows you to display an agent group’s queue status. 1. Press a QUEUE STATUS key. The following information is displayed: a) the agent group number and NAME b) the NUMBER OF AGENTS logged in to the group c) the longest time that a call has been in the queue (LONGEST CALL) d) the number of CALLS WAITING in the queue. 2. Press another QUEUE STATUS key to display queue information for another agent group -or- Press SUPERKEY to exit.
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14 Displaying Reports You can display queue status reports for your agent group. Refer to Table 3 in the Reports and Indicators section for a list of the available queue status reports. If you’re responsible for more than one agent group, you can also access agent status reports using the Agent softkey. Refer to Table 4 in the Reports and Indicators section for a list of the available agent status reports. To display queue status reports: 1. Press a QUEUE STATUS key. 2. Press a key on the dial pad. The...
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15 Scrolling Through Reports You can also scroll through queue status reports and agent status reports. To scroll through group status reports: 1. Press a QUEUE STATUS key. The number and name of the group associated with the report data appears in the top line of the display. 2. Press a key on the dial pad. The report associated with that key is displayed. 3. Press the Next Report or Previous Report softkey to scroll through the queue status reports. To scroll through agent status reports: 1. Press a...
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16 About the SHIFT Key If you’re responsible for more agent groups than there are QUEUE STATUS keys on your set, you must use the SHIFT key to access the other agent groups. The SHIFT key allows you to access more than one agent group from a single QUEUE STATUS key. The status indicator beside the SHIFT key turns on when the shift function is activated. An example: If you’re supervising nine agent groups, but only have four QUEUE STATUS keys programmed on your set, you can press the SHIFT key to access...
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17 Table 1: SHIFT Key Operation for Queue Status Key Number With No Shift After 1st Shift After 2nd Shift After 3rd Shift 1 Agent Group 1 Agent Group 5 Agent Group 9 Agent Group 1 2 Agent Group 2 Agent Group 6 none Agent Group 2 3 Agent Group 3 Agent Group 7 none Agent Group 3 4 Agent Group 4 Agent Group 8 none Agent Group 4 Need a reminder? If you forget how many times you have pressed the SHIFT key: 1. Press SUPERKEY. 2. Press SHIFT. The shift count appears in the display.
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20 About Agent Status Keys AGENT STATUS keys allow you to monitor the current status of individual agents. You will only have agent status keys programmed on your set if you supervise one agent group. If you supervise more than one agent group, you access agent status information from a QUEUE STATUS key using the AGENT softkey (see Scrolling through Reports in the previous section).