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

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QUEUE STATUS 
						

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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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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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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 report associated with that key is displayed.
      3.   Press SUPERKEY to exit.
To display agent status reports:
1. Press a QUEUE STATUS key.
2. Press the Agent Status softkey.
The status of the first agent in the group is displayed. The Agent Status
softkey is only available if you supervise more than one group.
3. Press a key on the dial pad.
The report associated with that key is displayed.
4. Press SUPERKEY to exit. 
						

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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 QUEUE STATUS key.
2. Press the Agent Status softkey.
The identification number, name, and status of the first agent in the group
is displayed. The Agent Status softkey will only be available if you
supervise more than one agent group.
3. Press a key on the dial pad.
The report associated with that key is displayed.
4. Press the Next Report or Prev Report softkey to display different
reports for the same agent
-or-
Press the Next Agent or Prev Agent softkey to display the same
report for other agents in the group. 
						

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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 the other
five groups.
1. Press the SHIFT key once.
QUEUE STATUS keys 1, 2, 3 and 4 now represent groups 5, 6, 7 and 8.
2. Press the SHIFT key again.
Key 1 now represents group 9. Keys 2, 3, and 4 are meaningless.
3. Press the SHIFT key once more.
Keys 1, 2, 3 and 4 once again access groups 1, 2, 3 and 4.
Table 1 further illustrates this example: 
						

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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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AGENT STATUS 
						

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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).