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)
NON-ACD CALL OR IN DND - agent is on a non-ACD call
ACD CALL ON HOLD - agent has an ACD call on hold
MAKE BUSY - agent’s set is in make busy state
2. Press the Next Agent or Prev Agent softkey to display the status of
other agents in your group.
3. Press SUPERKEY to exit. 
						

							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
report for other agents in your group.
5. Press another AGENT STATUS key
-or-
Press SUPERKEY to exit. 
						

							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. Press the SHIFT key once.
Keys 1, 2, 3 and 4 now represent agents 5, 6, 7 and 8.
2. Press the SHIFT key again.
Key 1 now represents agent 9. Keys 2, 3, and 4 are meaningless.
3. Press the SHIFT key once more.
Keys 1, 2, 3 and 4 once again represent agents 1, 2, 3 and 4.
Table 2 further illustrates this example:
Table 2: SHIFT Key Operation for Agent Status
    
Key Number  
With No Shift  After 1st Shift  After 2nd Shift  After 3rdShift
1  Agent 1  Agent 5  Agent 9  Agent 1
2  Agent 2  Agent 6  none  Agent 2
3  Agent 3  Agent 7  none  Agent 3
4  Agent 4  Agent 8  none  Agent 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 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 call.
If your system is not programmed to notify agents when their calls are being
monitored, the agents do not hear a beep and the agent’s set display does not
indicate that monitoring is taking place.
You can just listen or you can join the conversation
When monitoring an agent, you can listen to the conversation but you can’t
speak to either the agent or the caller. Anything you say while in call monitoring
mode is not heard by either the agent or the caller. However, you can join the
conversation by forming a 3-party conference. 
						

							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 tone.
The caller can set a callback, but is unable to camp on or override your
monitoring session. If you want to place an outgoing call, you must first cancel
your monitoring session.
To monitor an agent:
1. Enter the ACD Monitor feature code.
2. Enter the agent’s identification number.
If the agent is on an ACD call, you begin monitoring the call. INTRUDING
followed by the agent’s extension number appears in your display (for
example, INTRUDING 1234).
If the agent is waiting for an ACD call, you hear busy tone and the agent’s
extension number followed by the words IS IDLE are shown in your set
display (for example, 1234 IS IDLE).
3. Press the Trans/Conf softkey to form a 3-party conference with the
agent and the calling party
-or-
Press Exit to end the monitoring session.
NOTE: If you wish to continue monitoring an agent after exiting the conference,
you must set up the monitor again.
If, during a monitoring session, the agent puts the call on hold, transfers
the call, or ends the call, DISCONNECTED appears in your set display
and the monitoring session is terminated. 
						

							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
agent’s identification number and extension number appears in your set display.
To respond:
1. Lift the handset to monitor the call.
2. Press Trans/Conf softkey to form a conference with the two parties
-or-
Press Exit to end the monitoring session.
If your set is busy
Your set rings briefly and HELP followed by the agent’s identification number is
displayed.
NOTE: The monitoring session is cancelled automatically when the call is ended
or when you go on hook.
If you receive a request for help from an agent whom you are currently
monitoring, HELP followed by the agent’s identification number appears
in your set display, indicating that the agent needs assistance.
If a request for help is sent to another supervisor from an agent whom
you are currently monitoring, you’ll continue to monitor while the other
supervisor receives busy tone. 
						

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REPORTS AND INDICATORS 
						

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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 duration of non-ACD calls
6 NUMBER OF TIMES AGENTS MADE BUSY: 2 Number of times agents made busy
7 AVERAGE DURATION OF BUSY STATE 03:42 Average duration of make busy state
8 NUMBER OF ACD CALLS PUT ON HARD HOLD: 4 Number of ACD calls put on hard hold
9 AVERAGE HOLD DURATION OF ACD CALLS 00:51 Average duration of ACD calls on hard hold
* The condensed queue status report available to supervisors at key “0” consists
of the following information displayed from left to right:
•Number of ACD calls answered by the group.
•Number of abandoned ACD calls.
•Number of agents logged in.
•Number of times agents made busy.
•Number of non-ACD calls handled by the group.
The report available to senior supervisors at key “0” consists only of “NUMBER
OF AGENTS LOGGED IN” and not the condensed report that is available to a
supervisor.