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 
MONITOR). Both you and the agent can hear the 
outside caller, but the outside caller cannot hear 
anything you say to the agent;
- At the beginning and end of the ADVISE process a 
tone is heard at the agents telephone, indicating that 
the supervisor is now in ADVISE mode.
To set up a conference with the agent
 and the caller
• Press 
{}.
- You are now connected in a three-way call with the 
agent and the outside caller;
- 
CONFERENCE appears in your telephone display (in 
place of 
MONITOR);
- The supervisor, agent, and outside caller all hear a 
tone indicating that a conference call has been 
established. 
						

							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 softkey whose 
function changes between 
{} (i.e. monitor) and 
{}, depending on the agents state. See the 
AGENT DATA SCREEN section, above.
RESPONDING TO A HELP REQUEST
When an agent requests help from the supervisor by 
pressing the 
[HELP REQUEST] button, the supervisors 
[HELP ANSWER] button lights.
To answer the agents call
• Press 
[HELP ANSWER].
- The supervisor sees the ACD MONITOR Screen (see 
Figure 9, above).
To  talk to the agent privately
• Press 
{}.
To talk to the agent and the outside party
• Press 
{}. 
						

							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 queue.
To access the QUEUE STATISTICS Screen
From the SUPERVISOR MAIN Screen (see Figures 4, 5, 
and 6, above):
•  Press the softkey to the left of the ACD group whose 
queue you wish to analyze.
- The QUEUE STATISTICS Screen appears (see Figure 
10).
Figure 10  QUEUE STATISTICS Screen 




 
            
No effect
No effect
 
ACD            Queue: SALES           GP1
 
    
 LAST     15  MIN   STATISTICS
Routed:     5               Ovf - In:     2
Answrd:     4               aWT =       -
Aband.:     1                aAT  =       -
OvfOut:     2                      
    
Interflowed:          1                SUPERVISOR
MAIN Screen
 
						

							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 
queue, not including calls overflowed to the queue).
Ovf-In Number of calls overflowed into the ACD queue.
Answrd Number of answered calls (both routed and 
overflowed).
aWT Average time calls waited before being answered.
Aband Number of routed calls that were abandoned (i.e. the 
caller hung up before being answered).
aAT Average time callers waited before hanging up.
OvfOut Number of routed calls that overflowed to other ACD 
queues.
Interflowed Number of calls routed that interflowed to an Interflow 
destination. 
						

							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 queue;
•  High average wait times;
•  Large number of overflow calls;
•  Large number of interflow calls.
To cope with heavy call traffic the supervisor can:
•  Add to the number of agents servicing the overloaded 
queue by instructing other agents to log out of less 
busy queues and to log in as agents of the overloaded 
queue;
•  Pick up calls from the overloaded ACD queue with the 
[QUE] button;
•  Log out as supervisor and log in again as an agent of 
the overloaded queue.
Additional methods of dealing with call traffic loads are 
available. These require the intervention of the system 
administrator who can adapt the system configuration in 
many ways such as:
•  Reprogramming the overflow of calls to and from 
queues;
•  Directing calls to other queues.