Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							ACD Monitors 
Setting the 
Password This completes the entry procedure. If the limitation of four simultaneous 
monitors has been exceeded, the system response following the MONITOR 
ACD request changes to: 
Ringing 
System Busy, Try Again Later 
Once logged in to the system, the user is presented with the SYSTEM ACTIV- 
ITY screen, described later in this section. Refer to the applicable subsection 
of this document for detailed descriptions ofthe functions and softkeys avail- 
able at each monitor level. 
10.9 The password is programmable. Contact your Communications Man- 
ager if the password needs to be changed. New passwords are assigned by 
accessing CDE Form 28 from a Maintenance Terminal or Console. The level of 
access for monitors is softkey number 2, SUPERVISOR. 
Monitoring the 
ACD System 10.10 After selecting MONITOR ACD the user is presented with the SYSTEM 
ACTIVITY monitor. This display contains a summary of the entire ACD system 
showing all current call activity and agent activity, and a synopsis of system 
performance over the past hour. 
The System Activity monitor is accompanied by softkeys used to enter the sec- 
ond level of monitors shown in Figure 1 O-l . The user may select Paths, Agent 
Groups, or Agents. At this point the system prompts for a path ID, group num- 
ber or agent ID, thus allowing the user to directly access the desired path, 
agent group or agent. 
For each path, agent group or agent, the Summary display gives an overview 
of current activity as well as a synopsis of statistics collected over the past 
hour. From this level the user may access additional, lower-level displays 
showing programming, statistics, and activity information. 
The Programming display contains all the information assigned to the Path, 
Agent Group, or Agent, during Customer Data Entry. 
The Statistics display shows a statistical overview of the performance of the 
related Path, Agent Group, or Agent as follows: 
l Paths Statistics shows path performance for the current instant, and a 
summary of activity over the past hour 
l Group statistics provide a group summary for the last hour, and the shift 
total. 
l Agent Statistics cover the last hour’s performance. 
The Activity displays present a continuously updated picture of the path, 
agent group or agent. The Path Activity shows callers queued for the path, 
and any idle agents waiting for calls from the path. Agent Activity provides 
status information about the agent state and the current call in progress. The 
Group Activity is continuously updating caller and agent activity within the 
selected group. 
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							ACD TfLEMARKETfR Application Package 
SYSTEM ACTIVITY 
10.11 Figure 1 O-2 shows an example of the System Activity monitor. The 
softkeys presented.with this display provide access to detailed displays of per- 
formance of specific Paths, Agent Groups or Agents. Table 10-7 explains the 
various softkeys and their purpose. Table 1 O-8 describes each field within the 
display. 
13 : 23 23-APR-89 
CALLER ACTIVITY 
CALLERS : 14 
CALLS WTG : 3 
LONGEST WTG : 00:56 
UNDER IST : 28 % 
BETWEEN : 56 % 
AFTER 2ND : 16 % 
ON RECRDING : 2 
HELD CALLS : SYSTEM ACTIVITY 
AGENT ACTIVITY 
ON ACD : 11 
READY : 1 
MAKE BUSY : 
2 
DND 
ON non ACD : - 
LOGGED ON : 
LOGGED OFF : MITELACD TELEMARKETER 
SUMMARY-LAST HOUR 
ENTERED : 257 
TIMEtoANS : 00:54 
SVC LEVEL< : 200 78% 
SVC LEVEL > : 54 22% 
ANS by ACT : 254 03:02 
ANS by ACT : 99 % 
ON non ACD : 4 01:23 
ABANDONED: 3 01:35 
I- PATHS 2-AGENT GROUPS 3-AGENTS 
S=- QUIT 7- PRINT 
8- 4- 5- 
9- o- 
Figure 1 O-2 System Activity Display 
Table 70-7 System Activity Display Softkeys. 
Softkey Label 
PATHS Function 
Prompts the user to specify a path ID. Displays the 
Path Monitors for the selected Path. Refer to para- 
graph 10.12 for details. 
AGENT GROUPS Prompts user to specify an Agent group. Displays 
the Agent Groups monitors for the selected group. 
Refer to paragraph 10.17 for details. 
AGENTS AGENTS Prompts for an Agent Id number. Displays 
the Agent Monitors showing current agent activity 
and last hour statistics. Refer to paragraph 10.25 for 
details. 
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							ACD Monitors 
Table IO-7 System Activity Display Sof-tkeys 
(continued) 
. Softkey Label 
QUIT Function 
Logs the user out of the Monitor ACD application, 
and terminates the session. 
PRINT Prints the System Activity form on the printer used 
for the ACD Monitor Print. 
Page 2 of 2 
Table IO-8 Terr& Used In System Activity Display 
Meaning 
Caller Activity 
Callers 
Calls Wtg 
Longst Wtg 
Under 1st 
Between 
After 2nd 
On Recrdng The number of callers within the ACD system. 
This includes callers talking to agents and cal- 
lers waiting for agents, but does not include 
callers in the delay for ringback. 
The number of callers queued up waiting for 
an agent to become available. Includes Iisten- 
ing to silence, music, alternate music, or a re- 
corded announcement. 
The duration, in minutes and seconds, of the 
call that has been waiting longest in the 
queues. 
The percentage of callers in the system that 
have been waiting less than the first threshold 
time programmed for the primary group of 
the path. 
The percentage of callers in the system that 
have been waiting longer than the first 
threshold time but less than the second 
threshold time programmed for the primary 
group of the path. 
The percentage of callers in the system that 
have been waiting longer than the second 
threshold time programmed for the primary 
group of the path. 
The number of calls waiting in the queues that 
are listening to a recorded announcement. 
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							ACD TE,WUARKETER Application Package 
Table 10-8 Terms Used In System Activity Display 
(continued) 
Term’ Meaning 
Held Calls Indicates the number of ACD callers that have 
been placed on hold. 
Agent Activity 
On Acd 
Ready The number of agents currently on ACD calls. 
The number of agents currently ready. Those 
agents are not on any type of call and are 
available to receive ACD calls. 
Make Busy The number of logged in agents that are in 
MAKE BUSY. These agents receive no ACD 
calls. 
DND The number of logged in agents that have DO 
NOT DISTURB activated. These agents receive 
no ACD or non-ACD calls. 
On Non Acd The number of agents currently involved in 
incoming non-ACD calls or agent originated 
calls. 
Logged On The number of agents currently logged into 
ACD. 
Logged Off The number of agents currently NOT logged 
in to the ACD system. 
Summary-Last Hour 
Entered The total number of ACD calls that have en- 
tered a path in the ACD system over the past 
hour. 
Time To Ans The average time before a call is answered by 
an agent. 
WC Level The summary, from all paths in the system, of 
the path service level statistics.The first field 
shows the number of calls answered within 
the paths’ service time; the second is the per- 
centage of calls answered within the service 
time. 
4ns By Agt The number of calls received over the past 
hour that have been answered by an agent, 
and the average time before a call is answered 
by an agent, computed over the past hour. 
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							ACD Monitors 
Table IO-8 Terms Used In System Activity Display 
(continued) 
Term Meaning 
Ans 0 y Agt The percentage of all ACD calls that entered 
over the past hour that were answered by an 
agent. 
On Non Acd The number of calls over the past hour that 
were either incoming non-ACD calls an- 
swered by an agent or agent originated calls, 
and the average duration of these calls. 
Abandoned The number of callers who abandoned before 
being answered by an agent, and the average 
time a caller waited before abandoning. 
MONITORING PATHS 
10.12 The system displays path information on four forms. Entry into Path 
monitor sub-level begins with the Path Summary display showing activity on 
the requested path. From this point, the user may access detailed information 
in three categories; CDE programmed data, statistics gathered on the path 
over the past hour, and current path activity. 
Path Summary 
Display 10.13 The first Path Monitor display is the Path Summary shown in 
Figure 10-3,. This displays an overview of current activity, and a synopsis of 
statistical data collected over the past hour. 
To access the Path Summary display, the user presses the PATHS softkey at the 
system level. The system responds by asking for a path access code. After the 
user enters a valid path access code the screen changes to the Path Summary 
display shown in Figure 10-3 . The chosen path is the top entry on the display. 
If the user presses the RETURN key without first entering a path number, the 
lowest number path is displayed. 
Entering an illegal number, such as an unprogrammed or out-of-range path, 
results in an error message on the work-line, and the system offers the CAN- 
CEL softkey. The RETURN hard-key also cancels the error message. 
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							ACD TELEMARKETER Application Package 
13: 23 23-APR-89 PATH SUMMARY MITEL ACD TELEMARKETER 
NUM CONN 
SUMMARY-LAST HOUR 
PATH PATH 
ACCESS CALLS TO 
NUM NAME CODE WTG AGTS ENTERED ANSWERED ABANDONED INTERFLOWED 
1 TV SALES 666 4 7 122 101 00:54 19 15% 01:49 9 01:58 
2 REC SALES 667 - 2 34 3400:14-- : -: 
3 NEWSMAG 668 23 11 439 202 01:34 31 7% 02:13 4 02:12 
4 SERVICE 669 1 2 13 13 00:40 - - : - : 
5 SUBSCRIPT 662 - - 5 - - 5 100% 1:Ol - : 
I- PROGRAMMING 2-STATISTICS 3- ACTIVITY 4- 5- CANCEL 
5-- 7- PRINT &PAGE UP 9- o- 
Figure IO-3 Path Summary Display 
The softkeys for the Path Summary monitor are described in Table 10-9 be- 
low. Table 1 O-l 0 defines each field on the Path Summary monitor. 
i 
Table 10-9 Path Summary Display Softkeys 
Softkey Label 
‘ROGRAMMING Function 
Displays the Path Programmed Data form that 
shows information programmed in CDE for the 
path currently bracketed by the work-line arrows. 
Refer to paragraph 10.14 for a description of the . 
Path Programmed Data form. 
STATISTICS Accesses the Path Statistics form that contains a sta- 
tistical overview of activity on the path at the pres- 
ent moment, as well as a summary of statistics col- 
lected over the past hour. Refer to paragraph 
10.15 for a description of the Path Statistics form. 
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							ACD Monitors 
Table IO-9 Path Summary Display Softkeys 
(continued) 
Softkey Label 
ACTIVITY 
CANCEL .Function 
Accesses the Path Activity display that contains a 
frequently updated view of current traffic on the 
selected path including callers waiting and idle 
agents. Refer to paragraph 10.16 for a description 
of the Path Activity form. 
Returns the user to the System level display. Refer 
to paragraph 10.11 for a description of the System 
level form. 
PRINT 
PAGE UP 
PAGE DOWN Prints the Path Summary form on the printer used 
for the ACD Monitor Print directed printout. 
If there are more path summary lines than can fit on 
the screen, this key accesses paths with lower Path 
numbers than the first path on the screen. This key 
only appears when an upward scroll can occur. 
If there are more path summary lines than can fit on 
the screen, then this key accesses paths with higher 
Path numbers than the first path on the screen. This 
key only appears when a downward scroll can oc- 
cur. 
Page 2 of 2 
Table 10-10 Terms Used In Path Summary Display 
Term 
Current information Meaning 
Path Num The path number. Paths are displayed in as- 
cending order by path numbers. 
Path Name The name of the path as programmed in 
CDE. 
Access Code 
Num Calls Wtg The access code of the path. 
The number of ACD calls which originated 
on this path that are currently queued 
against any of the groups programmed in 
the path. 
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							ACD TELEMARKETER Application Package 
Table IO-10 Terms Used In Path Summary Display 
(continued) 
Term 
Conn To Agts Meaning 
The number of callers from this path current- 
ly talking to agents of any of the groups pro- 
grammed in this path. 
Summary-Last Hour 
Entered The number of calls that entered this path. 
See Note below. 
Answered The first entry is the number of calls an- 
swered by all groups in the path. The second 
entry is the average time to answer for those 
calls. 
Abandoned The first entry is the number of callers who 
abandoned while waiting for a group in this 
path.The second entry is the percentage of 
the calls offered that this represents, and the 
third is the average time a caller waited be- 
fore abandoning. 
Inter-flowed The first entry is the number of callers who 
interflowed out of this path. The second 
entry is the average time to interflow for 
those calls. 
Page 2 of 2 
Note: The Entered field on the Path Summary shows the number of times a 
call entered the path. In cases where a path interflows to itself or to 
another path, each call that inter-flows increments the entered count. 
Therefore, one call into the system may have ‘entered’ many times. 
Path Programmed 10.14 Figure 10-4 shows the Path Programmed Data form that displays the 
Data Display data entered during CDE for the selected path. 
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							ACD Monitors 
14:26 23-APR-89 PATH PROGRAMMED DATA MITELACD TELEMARKETER 
PRIMARY : 
1 TV SALES 
OVERFLOW 1: 13 COOKBOOK 
OVERFLOW 2: 4 RECORDS 
OVERFLOW 3: 7 BULLET 1 
INTERFLOW : 8834 
I/F ENABLD: 
yes RAD 3 ID: 1126 PLS HOLD ON 
O/F to I/F: 
yes MUSIC: 1170 
I/F TIME : 03:30 START: 01:30 
SVCTIME : 
ANS DELAY: 
PRIORITY : 00: 13 
00:12 
20 RAD 1 ID: 1123 ALL ACTS BSY 
MUSIC: system 
START: 00:12 
RAD 2 ID: 1124 STILL BSY 
MUSIC: 1170 
START: 00:45 
RAD 4 ID: 1124STILLBUSY 
MUSIC: 1170 
START: 02:15 
PATH 1 666 TV SALES 
I- 2- 
3- 4- 5- CANCEL 
5- 7- 8- PREVIOUS 9- NEXT 0- RETURN 
Figure IO-4 Path Programmed Data Display 
Table 10-l 1 describes the sof-tkeys presented with the Path Programmed Data 
display. Table 1 O-l 2 describes the fields in the display. 
Table 10-I 1 Path Programmed Data Softkeys 
Softkey Label 
CANCEL 
PREVIOUS Function 
Returns the user to the System level display. See 
paragraph 10.11 for details of the System level. 
?his softkey is present if paths exist that have lower 
access codes than the path being displayed. Press- 
ing this key displays the programmed data for the 
next lower ACD Path. 
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							ACD TELEMARKETER Application Package 
620 lo-12 9109-094-620-NA Issue 3 Revision 1  Table IO-11 Path Programmed Data Softkeys 
(coniinued) 
NEXT 
RETURN Function 
This softkey is present if paths exist that have higher 
access codes than the path being displayed. Press- 
ing this key displays the programmed data for the 
next higher ACD Path. 
The RETURN key (either hard-key or softkey) re- 
turns the user to the PATH SUMMARY form. See 
paragraph 10.13 for details of the Path Summary 
form. 
Page 2 of 2 
Table IO-12 Terms Used In Path Programmed Data Display 
Term Meaning 
Primary Number and name of the primary agent group for 
the path. 
Overflow 1 Number and name of the first overflow group for 
the path. 
Overf I ow 2 Number and name of the second overflow group 
for the path. 
Overflow 3 Number and name of the third overflow group for 
the path. 
Interflow Access code of the inter-flow point. 
I/F Enabld Yes in this field indicates interflow is activated. 
t 
O/F to I/F Yes in this field indicates the call can flow from the 
last programmed overflow to the Inter-flow point 
before the inter-flow Timeout occurs. This applies 
only if the flag I/F ENABLD is ‘YES’. 
I/F Time 
WC Time The time, in minutes and seconds, before the call 
inter-flows out of the ACD system. Applies only if 
the flag I/F ENABLD is ‘YES’. 
The time, in minutes and seconds, that defines the 
service level for this path. The time to answer of all 
calls answered on this path is compared to this time 
and the results are shown as the service level data in 
the monitors. 
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