Mitel Sx-200 El/ml TELEMARKETER For The Superset 4150 Guide

21
Agent Status at a Glance
The indicator beside an AGENT STATUS key shows the current status of the
agent. Refer to Table 5 in the Reports and Indicators section for information on
how to interpret the agent status indicator flash rates. 

22
Displaying an Agent’s Status
The AGENT STATUS key allows you to display an agent’s current status. To
display information about an Agents status:
1. Press an AGENT STATUS key.
The agent’s identification number, name, and status appears in the
display. An agent can be in any one of the following states:
LOGGED OUT - agent is logged out
NO CALLS WAITING - agent is waiting for an ACD call
ON ACD CALL - agent is on an ACD call.
AFTER-CALL WORK - agent is completing work from an ACD call (work
timer)...

23
Displaying Agent Status Reports
You can display agent status reports by pressing keys on the dial pad.
To display agent status reports:
1. Press an AGENT STATUS key.
2. Press a key on the dial pad.
The report associated with that key is displayed. Refer to Table 4 in the
Reports and Indicators section for a list of the available agent reports.
3. Press the Next Report or Prev Report softkey to scroll through the
agent status reports.
4. Press the Next Agent or Prev Agent softkey to display the same...

24
About the Shift Key
If you’re responsible for more agents than there are AGENT STATUS keys on
your set, you can use the SHIFT key to access the other agents. The SHIFT key
allows you to access more than one agent from a single AGENT STATUS key.
The status indicator beside the SHIFT key turns on when the shift function is
activated.
An example:
If you’re supervising nine agents, but only have four AGENT STATUS keys
programmed on your set, you can press the SHIFT key to access the other five
groups.
1....

25
AGENT MONITORING 

26
About Agent Monitoring
This feature allows you to monitor an agent’s conversation, either with or without
the agent’s knowledge. Typically, you use this feature to monitor an agent’s
handling of ACD calls.
Are your agents notified?
Your system may be programmed to notify agents when their calls are being
monitored. In this case, the agent hears a beep when you begin monitoring the
call. If the agent has a display set, your name and extension number appear in
the agent’s display for the duration of the...

27 A few conditions:
Only one supervisor can monitor an agent at a time. If you try to monitor an agent
who is already being monitored you receive busy tone and BUSY appears in your
display.
If the agent puts the caller on hold (hard hold or temporary hold) anytime during
the conversation, you are removed from the call and your monitoring session
ends.
Note that while you are monitoring an agent, you can’t make or receive calls.
Anyone who calls your set while you are monitoring an agent receives busy...

28
Agent Help
An agent can request your assistance during an ACD call. An agent might
summon your assistance if, for example, a caller is abusive or threatening. If you
receive an agent’s request for help, you may want to monitor the call or perhaps
have the conversation recorded. If you initiate a monitoring session in response
to a help request, the agent is always alerted when the session begins.
Responding to a HELP request
When an agent requests HELP, your telephone rings and HELP followed by the...

29
REPORTS AND INDICATORS 

30
Queue Status Reports
Table 3: Queue Status Reports
Key # Sample Display Description
0 CONDENSED STATUS REPORT:16  2  10  2  8 Condensed queue status report*
1 AVERAGE AGENT WAIT TIME 00:46 Average waiting time for agents in group
2 NUMBER OF ACD CALLS ANSWERED: 16 Number of ACD calls answered by group
3 AVERAGE DURATION OF ACD CALLS 02:36 Average duration of ACD calls
4 NUMBER OF NON-ACD CALLS HANDLED: 8 Number of non-ACD calls made/answered by group
5 AVERAGE DURATION OF NON-ACD CALLS 01:12 Average...