Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							ACD Supervisor Set
Help 
Softkey7.15The HELP softkey displays a prompt PRESS KEY O-9. As each dial pad
key is pressed, a help message is displayed on the set to remind the user which
report is associated with that dial pad key. For example, by dialing the digit 
1,
the set displays 1= WAIT TIME. Table 7-l lists the supervisor queue status
reports, and the key that displays each report.
The CANCEL 
softkey is also available. Pressing CANCEL returns the supervisor
set to the Queue Status mode.
_Table 7-l Supervisor Reports -Queue Status
Key NumberSample Set DisplayMeaning
021 2102 8
Condensed queue status report:
-Number of abandoned ACD calls
-Number of logged in agents
-Number of times agents made busy
-Number of non-ACD calls handled
by the group
1WAIT TIME lo:23The average time, in minutes and se-
conds, that an ACD call waits to be
answered.
2# ACD CALLS 21
Number of ACD calls the group has
answered
3ACD CALL 02:23Average duration of ACD calls
4
#.NON ACD 8Number of non-ACD calls made/an-
swered by the group
5NON A’CD01:23Average duration of non-ACD calls
6# MADE BUSY 2
Number of times agents made busy7 .AVC BUSY 
01:03,Average duration of make busy
8# ON HOLD 2
Number of ACD calls put on hard
hold
9AVG HOLD 
00:55Average duration of ACD calls on
hard holdEXIT
REMINDER
Exit the Queue Status display’
Displays the agent group number
and name you are presently looking
at.
-wMove forward to the next report
4-Move back to the previous report
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Agent Status Key . 7.16
The AGENT STATUS key and the LCD beside the key, serve two func-
tions in showing the supervisor the current status of an individual agent, and
reporting on the performance of the agent. Supervisors responsible for only
one agent group may have a 
SlJPERSET4 telephone programmed with an
AGENT STATUS key for each agent in the group.
When the Supervisor has more agents than available keys, or wishes to use
the keys for other functions, the system provides a SHIFT key. This enables the
set to accommodate more than one agent on a single AGENT STATUS key. The
SHIFT key is described in paragraph 7.17.
LCD indicator: The LCD beside the AGENT STATUS key continuously shows the
call-status of the agent assigned to the key. The LCD is off if the agent is
logged out. The display changes to show the various conditions including
logged in, calls waiting, and After Call Work Timer. Figure 7-2 shows the
Agent Status LCD symbols on a 
SUPERSET telephone.
KeyStatusLCD Symbol
Agent StatusAgent Logged Out
0
Agent Logged In - No Calls Waiting
@I
Agent In Make Busy Status
l.GlIIFlashing’
Agent on ACD CallAgent on Non-ACD Call
ACD Call on Hold
‘After-Cal I Work Timer’
q
n zlmFlashing
q OnFlashing
Figure 7:2 LCD Agent Status Indicators
Operation: Pressing the AGENT STATUS key starts the report displays, begin-
ning with the name and ID number of the agent. Ten reports are available,
accessed via the keys on the dial pad or through the forward arrow 
softkey.
Pressing the AGENT STATUS key displays the ID number and the name of the
agent, as shown in the example below. Available 
softkeys are EXIT, CALL,
HELP, and the forward arrow ( 
+ ).12120SMITH D
EXITCALLHELP
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							ACD Supervisor Set
lEXIT softkey exits the agent status display.
lHELP softkey prompts the user to ‘PRESS KEY O-9’. Pressing a a dial pad
key displays a help message to remind the user which report is associated
with the dial pad key. For example, dialing the digit 1 displays ‘1 
= WAIT
TIME’ on the set.
See Table 7-2 for a list of dial pad keys and examples and explanations of the
reports available. The six 
softkeys described at the.bottom of Table 7-2 re-
main on the set during the AGENT STATUS application.
When the supervisor is viewing the status of a logged-in agent, the supervi-
sor’s set displays the CALL 
softkey. Pressing the CALL softkey allows the super-
visor to call the agent without dialing the Agent ID number or the extension
number of the agents’ set. When a call is made with the CALL 
softkey, the su-
pervisor set display exits the Agent Status display and changes to the normal
call processing display.Table 7-2 Supervisor Reports 
- Agent Status
Key Number
k
0Sample Set Display
LOG OUT
TIME 
01:55
2# ACD CALL 25
3ACD CALL 02:251
4# NON ACD 2
5NON ACD 01:46
6# MADE BUSY 2
7AVG BUSY 02:58
8# ON HOLD 2
9AVG HOLD 00:47EXIT
Meaning
Agent state; one of the following:LOG OUT
WAITING _
ACD CALL
ACD WORK
NON ACD
ACD HOLDMAKE BUSY
Average waiting time for the agent
Number of ACD calls answered by
the agent
Average duration of ACD calls
Number of non-ACD calls made/an-
swered by the agent
Average duration of non-ACD calls
Number of times the agent made
busy
Average duration of make busy state
Number of ACD calls put on hard
hold
Average duration of ACD calls on
hard hold
Exit the Queue Status displayPage 1 of 2
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Table 7-2 Supervisor Reports -Agent Status
(continued)1 Key Number 1Sample Set DisplayMeaning
REMINDERDisplays the agent group number
and name you are presently looking
at.
-tMove forward to the next report
I4-IMove back to the previous report1
IPage 2 of 2 1
Shift Key7.17The SHIFT key is required when the number of Agents a Supervisor
controls is greater than the number of AGENT STATUS keys available on the
Supervisor’s set. This key allows one AGENT STATUS key to address several
Agents. The key has no effect if the number of AGENT STATUS keys on the set
is greater than the number of agents.
Operation: If there are three agents in a group, and two AGENT STATUS keys,
information for agents one and two is displayed by AGENT STATUS keys one
and two respectively. Reports for the third agent are viewed on the first
AGENT STATUS key and are accessed by pressing the SHIFT key and followed
by the AGENT STATUS key. At this point the name and ID of agent 03 is dis-
played, and the LCD indicator shows the status of the third agent.
Figure 7-3 shows an example of a configuration with three AGENT STATUS
keys and seven Agents. Pressing AGENT STATUS key 1 displays the status of
Agent 1. Pressing the SHIFT key at this point displays the Agent 4. Agents 2
and 3 reside with AGENT STATUS keys 2 and 3 respectively.
KEY NAME
AGENT STATUS
SHIFT
SHIFT
SHIFTAGENT STATUS
Key 
#l display
Agent 1Agent 4
Agent 7
Agent 1AGENT STATUS
Key 
#2 displayAgent 2
Agent 5
noneAgent 2
AGENT STATUS
Key 
$43 displayAgent 3
Agent 6
noneAgent 3
Figure 7-3 Agent Status Key Operation
SUPERVISORS WITH MORE THAN ONE AGENT GROUP7.18
Supervisors controlling more than one agent group have a
SUPfRSET4 telephone preprogrammed with a QUEUE STATUS key for each
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							ACD Supervisor Set 
agent group. When the Supervisor has more Agent Groups than available 
QUEUE STATUS keys, the system provides a SHIFT key that allows the set to 
accommodate more than one agent group on a single QUEUE STATUS key. 
The Supervisors of multiple groups have no AGENT STATUS keys appearing on 
their sets, but may access the Agent Status reports by using the READ softkey 
as described in paragraph 7.20 . 
Queue Status Key 7.19 The QUEUE STATUS key displays the current status reports for the Su- 
pervisor’s Agent Group. This feature key is described in paragraph 7.13 with 
two methods of operation; visual status indication shown by the LCD beside 
the QUEUE STATUS key, and Queue Status Reports which are accessed 
through the feature key. An example of the Queue Status Reports is shown in 
Figure 7-4. 
When the Supervisor is involved in the QUEUE STATUS application, the READ 
softkey is presented. This softkey provides access to the Agent Status reports. 
Read Key 
Shift Key 7.20 Supervisors with multiple agent groups do not have AGENT STATUS 
keys on their sets. To provide entry to the Agent Status reports, the Supervi- 
sor’s SUPERSET telephone is equipped with a READ softkey. The softkey ap- 
pears on the SUPERSET telephone when the QUEUE STATUS key is pressed. 
Operation: Press the QUEUE STATUS key of the desired Agent Group. The 
READ softkey is displayed at this point. After pressing the READ softkey, the 
Agent Status reports are displayed, beginning with the name and ID of the 
first agent in the group. 
Selecting individual reports and the softkeys, EXIT, CALL HELP, and -t , oper- 
ate as described in paragraph 7.16 , Agent Status Key Operation . 
7.21 The SHIFT feature key is assigned during Customer Data Entry. It is re- 
quired when the number of agent groups a Supervisor controls is greater 
than the number of QUEUE STATUS keys on the Supervisor’s set. 
The SHIFT key allows one QUEUE STATUS key to address more than one Agent 
Group. This key has no effect if the number of QUEUE STATUS keys pro- 
grammed is greater than the number of agent groups. 
Operation: If there are three agent groups, and two QUEUE STATUS keys, in- 
formation for agent groups one and two is displayed by QUEUE STATUS keys 
one and two respectively. Reports for the third agent group are viewed on 
the first QUEUE STATUS key and accessed by pressing the SHIFT key and then 
the QUEUE STATUS key. At this point the name and ID of agent group 03 is 
displayed, and the LCD indicator reflects the status of the third agent group. 
Example: The example in NO TAGbelow shows a configuration with three 
QUEUE STATUS keys and seven agent groups. The first press of the QUEUE 
STATUS key displays the status of Agent Group 1. Pressing the SHIFT key at 
this point displays the Agent Group 4. Agent Groups 2 and 3 are assigned to 
QUEUE STATUS keys 2 and 3 respectively. 
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620 7-10 
I I I I KEY NAME 
QUEUE STATUS 
SHIFT QUEUE STATUS QUEUE STATUS 
Key #I display Key #2 display 
Agent Group 1 Agent Group 2 
Agent Group 4 Agent Group 5 QUEUE STATUS 
Key #3 display 
Agent Group 3 
Agent Group 6 
I SHIFT Agent Group 7 none none 
Agent Group 1 Agent Group 2 Agent Group 3 
Figure 74 Queue Status Key Operation 
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							8. ACD SENIOR SUPERVISOR SET 
8.1 This section of the practice describes the ACD TELEMARKETER fea- 
tures on SUPERSET telephones used by ACD Supervisors, and includes de- 
scriptions of: 
l special feature keys, 
l set displays, 
l reports, and 
0 set operation. 
The information in this section is aimed at those planning an ACD installa- 
tion, setting up an ACD system, and operating the sets in an existing system. 
Refer to Section 5, ACD Set Description -General, for descriptions of 
ACD K!XfMARKETER features common to all positions. 
FUNCTIONS 
8.2 Once logged in to the ACD system, the .SUPERSE~4 telephone used by 
the Senior Supervisor is provided with QUEUE STATUS keys and a SHIFT key. 
The following subsections describe login/logout sequences, as well as senior 
supervisor set functions and operation. 
LOGIN/LOGOUT 
8.3 The system recognizes a senior supervisor only after the senior super- 
visor logs in to the ACD system. Once logged in, the set takes on the proper- 
ties assigned to the senior supervisor through CDE. Refer to Login/Logout in 
Section 5 for details and conditions. 
Login 
Logout 8.4 To login, the senior supervisor dials an access code followed by the ID 
number assigned through the ACD Supervisor Form in CDE. ACD LOGIN ap- 
pears briefly in the display and the agent hears dial tone. 
8.5 To log out, dial the access code again. ACD LOGOUT appears briefly in 
the display, and the supervisor hears dial tone. 
QUEUE STATUS KEY 
8.6 The QUEUE STATUS key serves two functions that give the Senior Su- 
pervisor information about agent queue activity. The first requires no opera- 
tion of the key. The LCD beside this key indicates the load condition of the 
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Operation agent queue on an ongoing basis. Further details of the LCD indications are 
provided in paragraph 7.13 . 
The QUEUE STATUS key also provides current status reports for the Agent 
Groups who report to the Senior Supervisor. When the key is first pressed, the 
set displays a summary of the queue activity. It presents the queue number, 
the number of ACD calls in the queue waiting to be answered, and the length 
of time the oldest call has been waiting. The Senior Supervisor can then scroll 
through the rest of the queue reports with the forward arrow key, or select 
specific reports using the dial pad keys. 
8.7 After pressing the QUEUE STATUS key the display is similar to the ex- 
ample shown below. This sample of the Queue Status display reflects the ac- 
tivity in queue 01. There are 10 calls in the queue waiting to be answered, and 
the oldest call has been waiting for three minutes and sixteen seconds. . 
Q:Ol IOCW-03:16 
EXIT NAME HELP 
READ -t 
8.8 The softkeys are EXIT, NAME, HELP, READ, and -+C. The EXIT softkey 
terminates the QUEUE STATUS display. The NAME softkey presents the name 
of the Agent Group, if a name was assigned during CDE. If the group was not 
assigned a name during CDE, this softkey does not appear. The READ key, 
used to access Agent Status reports, operates as described in paragraph 7.19. 
The HELP softkey reminds the Senior Supervisor of which dial pad key pro- 
duces each report. When HELP is first selected, the display prompts the user to 
‘PRESS KEY O-9’. As each dial pad key is pressed, a help message is displayed 
on the set to remind the user which report is associated with that dial pad 
key. For example, dialing the digit 1 results in a set display of 1 = WAIT TIME. 
See Table 8-3 for a list of the dial pad keys and examples and explanations of 
the reports available. The softkeys described at the bottom of the table re- 
main on the set during the QUEUE STATUS application. 
~ 
Table 8-3 Senior Supervisor Reports - Queue Status 
Key Number Sample Set Display 
Meaning 
0 #AGT LOGIN 6 
Number of agents logged in 
1 
WAIT TIME 01:55 Average waiting time for the agents 
in group 
2 # ACD CALLS 25 
Number of ACD calls answered by 
the group 
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Table 8-3 Senior Supervisor Reports - Queue Status 
(continued) 
Key Number Sample Set Display Meaning 
3 ACD CALL 02:25 Average duration of ACD calls 
4 # NON ACD 2 Number of non-ACD calls made/an- 
swered by the group 
5 . NON ACD 01:46 Average duration of non-ACD calls 
6 # MADE BUSY 2 Number of times the agents entered 
make busy 
7 AVG BUSY 02:58 Average duration of make busy 
8 # ON HOLD 2 Number of ACD calls put on hard 
hold 
9 AVG HOLD 00:47 Average duration of ACD calls on 
hard hold 
EXIT 
REMINDER 
w 
4 Exit the Queue Status display 
Displays the agent group number 
and name you are presently looking 
at 
Move forward to the next report 
Move back to the previous report 
Page 20f 2 
SHIFT KEY 
8.9 The SHIFT key is used to display the next set of agent groups when the 
number of QUEUE STATUS keys on the Senior Supervisor’s set is not sufficient 
for all the agent groups. This key has no effect if the number of QUEUE STA- 
TUS keys programmed is greater than the number of agent groups. 
SHIFT key operation on the Senior Supervisor’s set is similar to its operation on 
a Supervisor’s set. Refer to paragraph 7.17 for a description of the operation 
of the Shift Key in conjunction with the Queue Status. 
. 
CALL MONITORING 
8.10 Call Monitoring feature operation is identical on both the Senior Super- 
visor set and the Supervisor set. Refer to paragraph 7.6 for details. 
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