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 illustrated in 
Figure 4.
If the supervisor is allocated more than one ACD group 
then the SUPERVISOR MAIN Screen data spreads over 
two pages (see Figures 5 and 6, below).
SUPERVISOR WITH ONE ALLOCATED  ACD GROUP
Figure 4 shows the SUPERVISORS MAIN Screen which 
appears after the supervisor logs in, when the supervisor is 
allocated only one ACD group. This screen contains all the 
SUPERVISOR MAIN Screen parameters.
Note that this screen does not have
 


, {} or 
{} icons or softkeys. 
						

							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 logged in agents.
ACD Number of agents involved with ACD calls.
NACD Number of agents involved with non-ACD calls.
NRdy Number of agents in Not Ready state, i.e. in either: Busy 
wrap up, Not available, Busy or Forced Busy state.
FB Number of agents in Forced Busy state.
  SALES                       12 DEC   12:44
CW              WTime             LOS%
3                     0’30            100
     
Log      ACD      NACD      NRdy      FB
6             5            1             -            -
  -------------------- 
 
No effect 
No effect
QUEUE 
STATISTICS
ScreenAGENT
STATUS
Screen 
						

							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  SUPERVISOR MAIN Screen 
(two or more ACD groups, first page)
Figure 6 SUPERVISOR MAIN Screen 
       (two or more ACD groups, second page)

 
QUEUE 
STATISTICS
ScreenAGENT
STATUS
ScreenMAIN               12     DEC         12:44
SALES              2       0’20    2    100 
SERVICE          3 
  0’35    5     70
ORDERS          1       0’40      3     85
GENERAL         -         -          -       -
TECH1              5    0’30    5     75

Scroll                                     
LOG   Wtime  CW  LOSFigure 6

 
QUEUE 
STATISTICS
ScreenAGENT
STATUS
ScreenMAIN               12     DEC         12:44
SALES             
 -         2       -            -
SERVICE      
ORDERS         
GENERAL         -         -        -            -
TECH1                
 1        4       -            -

Scroll         
    NACD  ACD  NRdy     FBFigure 5
      -         2       1            -
      -         1       1           - 
						

							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 more ACD groups a 



icon is displayed on both pages of the MAIN Screen.
Pressing the softkey next to the 



 icon leads to an 
additional screen covering ACD groups 6 to 10 and to 
further screens covering all other defined ACD groups. 
From the last ACD group screen, pressing the softkey next 
to the 



 icon scrolls cyclically back to the first ACD screen. 
						

							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 STATUS SCREEN
The AGENTS STATUS Screen displays, per agent, the 
number of ACD calls answered since log in, the rate of 
answering ACD calls, and the agents state.
To access the AGENTS STATUS Screens
From the SUPERVISOR MAIN Screens (Figures 4 to 6):
•  Press the softkey to the right of the desired ACD queue.
- The AGENTS STATUS Screen appears (see Figure 7).
Figure 7 AGENTS STATUS Screen 

 
MONITOR
AGENTS
 ScreenAGENT
DATA
Screen
21       ALAN       40       12        RDY
22       BELLA     25         9         RDY
24       DAVID       -          -             -

Scroll                  
AGENTS           ACD      C/h        ST
SUPERVISOR
MAIN
Screen
23       CAROL    38        22        RDY
25       MIKE       15        12         RDY 
						

							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 Agent states (AGENT STATUS Screen)
Field Explanation
Agent ID code Agent identification code (up to four digits).
Agent Name Agent name (up to seven characters).
ACD Number of calls processed by the agent since log in, 
during the current working day.
C/h Rate of processing ACD calls (ACD calls per hour).
ST Current
 agent state. See Ta b l e 6.
Code Explanation 
- Logged out.
RDY Agent is available to receive ACD calls.
RNG ACD call is ringing the agents telephone.
ACD Agent is conducting an ACD call.
NCD Agent is busy with a Non-ACD call.
NAV Agent is not available.
WRP Agent is in Busy Wrap Up state.
BSY Agent is busy, but not in a conversation (e.g. dialing).
FB Agent is in Forced Busy state. 
						

							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 AGENTS STATUS Screen (Figure 7, above):
•  Press the softkey to the right of the agent.
- The AGENT DATA Screen is displayed in Figure 8:
Figure 8 AGENT DATA Screen 
NOTE
This softkey appears either as 
{} 
when the agent station is idle or as
 
{} 
(monitor) when the agent is on an ACD call.
The fields and information provided in the AGENT DATA 
screen are described in Table 7.




 
            
No effect
No effect
See Note
AGENT
STATUS
Screen
LOIS                      ID=236               
State: READY                               LI:   8:00’
ACD calls                  35                Av:  4’12
NON ACD                   7                Av: 3’30
LOG’D:                    6:32’              FB: 2
WRP                0:21’  (5%)
NAV                 0:30’  (8%)            
RDY                 1:15’  (19%)            
 
						

							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 since log in today.
Av Average duration of non-ACD calls today.
LOGD Total time period that the agent has been logged in 
today.
FB Number of times that the agent has been in Forced 
Busy state.
WRP (%) Total time and the percentage of the logged in time 
that the agent has been in Wrap up state.
NAV (%) Total time and the percentage of the logged in time 
that the agent has been in Not Available state.
RDY (%) Total time and the percentage of the logged in time 
that the agent has been in Ready state.
Code Explanation
LOGOUT Agent is not logged in.
BUSY Agent is not ready to receive calls.
READY Agent is idle and ready to receive ACD calls.
NACD-IN Agent is talking on an incoming non-ACD call.
NACD-OUT Agent is talking on an outgoing non-ACD call.
ACD RING An ACD call is ringing the agents telephone.
ACD CALL Agent is involved with an ACD call.
WRAP UP Agent is in Busy Wrap Up state.
N.AVAILB Agent is in Not Available state.
FRC BUSY Agent is in Forced busy state. 
						

							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
•  Press the softkey to the left of the desired agent.
- You are now listening to the agents call;
- The ACD MONITOR Screen is displayed (see Figure 9).
Depending on system programming, you and the agent, 
and possibly also the outside caller may hear a tone 
indicating that the call is being monitored. Alternatively, no 
tone is heard by any party.
Figure 9  ACD MONITOR Screen 




ACD   MONITOR
 
            


No effect
No effect
See
Note 
Agent:      MIKE                    ID:   21
Group:     SALES
Plan:        FIRST