Telrad Digital Automatic Call Distribution Supervisor User Guide

ACD Superviser User Guide 17
NOTE
At any particular time, only two of these three 
softkeys appear. In place of the third softkey 
<  ---  > appears.
The ACD MONITOR Screen displays the 
agents name, ID, group, and ACD routing 
plan.
From this screen, you can decide to advise 
the agent or set up a conference call with the 
agent and the outside caller.
To speak to the agent
• Press 
{}.
- You are now connected in a two-way call with the 
agent;
- 
ADVISE appears in your telephone display (in place of...

18   ACD Superviser User Guide
Moving between monitor, advise and conference
You can swap between MONITOR, ADVISE, and 
CONFERENCE state by pressing the appropriate softkey. 
The currently active state appears in the telephone display, 
and the other two options appear as softkeys. The display 
softkeys change dynamically to show the currently 
available options.
MONITORING AGENTS FROM 
THE AGENT DATA SCREEN
You can also call or monitor an agent from the AGENT 
DATA Screen (see Figure 8, above) using a...

ACD Superviser User Guide 19
VIEWING QUEUE STATISTICS
GENERAL
An initial picture of the state of the queue is received from 
the SUPERVISOR MAIN Screens (see Figures 4, 5, and 6, 
above), described in the SUPERVISOR MAIN SCREENS 
section, above. For more detailed information concerning 
queue statistics, access the QUEUE STATISTICS Screen.
QUEUE STATISTICS SCREEN
The QUEUE STATISTICS Screen displays data 
accumulated over the statistics time, concerning the call 
flow into, and out of the selected...

20   ACD Superviser User Guide
NOTE
The second row of the display shows the time 
upon which statistics are based (default = 15 
minutes). This time is programmed in the 
DIGITAL system configuration program and 
may range from three to 30 minutes.
The QUEUES STATISTICS Screen fields are listed and 
explained in Table 9.
Table 9 QUEUE STATISTICS Screen - field descriptions
Field Explanation
ACD Queue ACD group name.
GP ACD group number.
Routed Number of routed calls (i.e. calls directly routed to the...

ACD Superviser User Guide 21
RESETTING THE QUEUE DATA
At any time you can return the accumulated statistics for 
the queue to zero and start a new statistics time period, by 
pressing the 
{} softkey. This will clear the queue 
statistics for all supervisors allocated to the queue.
DETECTING AND COPING WITH EXTREMES 
IN CALL TRAFFIC
The supervisor can detect extremes in call traffic using 
several indicators such as:
•  Low Level of Service;
•  Large number of abandoned calls;
•  Large number of calls in...