Telrad Digital Automatic Call Distribution Supervisor User Guide

ACD Superviser User Guide 7
Figure 3  Supervisor screens architecture 
(for supervisor with more than one ACD group) 

8   ACD Superviser User Guide
SUPERVISOR MAIN SCREENS
GENERAL
From studying the data on the SUPERVISOR MAIN 
Screens, the supervisor receives a good general 
impression of the situation of the ACD queues and agents, 
and can then see which queues and agents require closer 
attention.
The first of the ACD supervisor screens is the 
SUPERVISOR MAIN Screen. This screen is displayed 
immediately after log in.
If the supervisor is allocated one ACD group, then the 
SUPERVISOR MAIN Screen appears as...

ACD Superviser User Guide 9
Figure 4  SUPERVISOR MAIN Screen 
(for one ACD group)
SUPERVISOR MAIN SCREEN - 
FIELD DESCRIPTIONS
At the top of the SUPERVISOR MAIN Screen the name of 
the supervised group, and the date and time are displayed. 
The screen fields are described in Table 4.
Table 4 SUPERVISOR MAIN Screen - field descriptions
Field Explanation
CW Number of calls waiting in the queue.
WTime The time the longest unanswered call has been waiting in 
the queue.
LOS Level of Service.
Log Number of...

10   ACD Superviser User Guide
SUPERVISOR WITH TWO TO FIVE
ALLOCATED ACD GROUPS
When between two and five ACD groups are allocated to 
the supervisor, the data in the SUPERVISOR MAIN 
Screen, described in the SUPERVISOR MAIN SCREEN - 
FIELD DESCRIPTIONS section, above, is spread over two 
pages. Figures 5 and 6 show the SUPERVISOR MAIN 
Screens for supervisors allocated more than one ACD 
group.
Note that the parameters in Figures 5 and 6 are the same 
as in Figure 4, above (one ACD group).
Figure 5...

ACD Superviser User Guide 11
NOTES
The 



 icon appears only when more than five 
ACD groups are defined.
The 
{} softkey is used to toggle 
between the two pages of the SUPERVISOR 
MAIN Screen (see Figures 5 and 6).
Use the top five softkeys on the right to enter 
the AGENT STATUS Screens (see Figure 7, 
below).
Use the top five softkeys on the left to enter 
the QUEUE STATISTICS Screens (see 
Figure 10, below).
SUPERVISOR WITH SIX OR MORE ALLOCATED ACD 
GROUPS
If the supervisor is allocated six or...

12   ACD Superviser User Guide
VIEWING AGENT STATISTICS 
AND MONITORING AGENTS
GENERAL
Agent data and statistics are provided in the ACD AGENTS 
STATUS Screens and AGENT DATA Screens, which 
display detailed statistical and online data concerning the 
performance of the agents.
The agent statistics cover the time since log in, for the 
current work day. Data are retained even if the agent logs 
out and logs in again during the course of the same day. 
Agent statistics return to zero at midnight.
AGENTS...

ACD Superviser User Guide 13
NOTES
The 



softkey scrolls to the next page of the 
screen. It appears when there are more than 
five ACD agents defined for the queue.
Use the top five softkeys on the right to enter the 
AGENT DATA Screens (see Figure 8, below).
Use the top five softkeys on the left to enter the 
ACD MONITOR Screens (see Figure 9, below).
The fields and information provided in the AGENTS 
STATUS Screen are described in Table 5.
Table 5 AGENTS STATUS Screen - field descriptions
Table 6...

14   ACD Superviser User Guide
To receive further data concerning individual agents, 
access the AGENT DATA Screen.
AGENT DATA SCREEN
The AGENT DATA Screen provides accumulated data 
concerning the performance of individual agents since log 
in, for the current days work (i.e. since midnight). It also 
has a softkey which changes between 
{} and 
{}  (i.e. monitor), enabling the supervisor to call or 
monitor individual agents, depending on the agents state.
To access the AGENT DATA Screen
From the...

ACD Superviser User Guide 15
Table 7 AGENT DATA Screen  - field descriptions
Table 8  Agent states (AGENT DATA Screen)
Field Explanation
Agent name Agent name (up to seven characters).
Agent ID Agent Identification code (up to four digits).
Agent station DN Agent station DN (up to four digits).
State Agent state. See Table 8.
LI Time that the agent first logged in today.
ACD Calls Number of calls handled by the agent today.
Av Average duration of ACD calls today.
NON ACD Number of Non-ACD calls handled...

16   ACD Superviser User Guide
SUPERVISING AGENTS
After viewing the agent data or status, you may wish to 
follow up more closely on a particular agent. You have the 
following options: 
•  MONITOR the call (i.e. listen to the call).
•  ADVISE the agent (i.e. talk to the agent without being 
heard by the outside caller);
•  Set up a CONFERENCE call between you, the agent 
and the outside caller.
NOTE
Only ACD calls can be monitored.
MONITORING AGENTS FROM 
THE AGENTS STATUS SCREEN
To monitor the agent
•...