Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							ACD Monitors 
1 
Table IO-12 Terms Used In Path Programmed Data Display 
(continued) 
Term 
Ans Delay Meaning 
The time, in minutes and seconds, that the caller is 
allowed to hear ringback before the ACD system 
attempts to answer the call. 
Priority The priority of the ACD call. The highest priority is 
1, and the lowest is 99. 
RADs 1 through 4 
ID The access code and name of the Recorded An- 
nouncement Device (RAD) hunt group. 
Music The access code of the music source to be used after 
the recording has been heard. If no access code has 
been programmed then ‘system’ music is displayed. 
When no system music is available, this field is 
blank. 
Start The time, in minutes and seconds, that a caller is 
connected to the specified recording after entering 
this path. 
Page 2 of 2 1 
Path Statistics 
Display 10.15 The Path Statistics display in Figure 10-5 displays a statistical over- 
view of the path’s performance for the current instant, as well as a summary 
of activity over the past hour. 
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							ACD TELEMARKETER Application Package 
14: 26 23-APR-89 PATH STATISTICS MITEL ACD TELEMARKETER 
NUM NUM CONN SUMMARY-LAST HOUR 
GRP 
GROUP ‘AGT CALLS ACT 
NUM NAME IREC WTG IREC OFFERED 
ANSWERED OVERFLOWED 
PRIMARY : 1 AIV SALE 7 4 7 122 98% 97 78 % 53 43 % 
OVERFLOW 1: 13 COOKBOOK 3 6 2 53 43 % 17 14% 26 21% 
OVERFLOW 2: 4 RECORDS 8 2 5 26 21 % 6 5% 9 7% 
OVERFLOW 3: 7 BULLET 1 6 - - 9 7% 1 1% 
RECORDING 1: 2 TV REC 1 3 2.7 
SVC LEVEL < : 90 79 % 
RECORDING 2: 17 GENERAL 3 - 2 
SVC LEVEL > : 31 20% 
RECORDING 3: 9 TV REC 3 2 - 1 
RECORDING 4: 9 TV REC 3 2 - 1 
PATH 1 666 TV SALES 
l- 2- 
3- 4- 5- CANCEL 
5- 7- PRINT 8- PREVIOUS 9- NEXT 0- RETURN 
Figure IO-5 Path Statistics Display 
Table IO-13 describes the softkeys that are presented with the Path Statistics 
Display. Table 10-14 describes the fields on the form. 
Table IO-13 Path Statistics Display Softkeys 
Soft key Label 
CANCEL Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 . 
PRINT Prints the Path Statistics at the printer used for the 
ACD Summary Reports directed printout. 
PREVIOUS This softkey is present if paths exist that have lower 
access codes than the path being displayed. Press- 
ing this key displays the statistics for the next lower 
ACD Path. 
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Table lo-13 Path Statistics Display Softkeys 
(continued) 
Softkey Label 
NEXT Function 
This softkey is present if paths exist that have higher 
access codes than the path being displayed. Press- 
ing this key displays the statistics for the next higher 
ACD Path. 
RETURN The Return key (either hardkey or softkey) returns 
the user to the Path Summary form. See paragraph 
10.13 for a description of the Path Summary form. 
Page 2 of 2 
Table IO-14 Terms Used In Path Statistics Display 
Term Meaning 
Programmed Information And Current Summary 
Group Num The agent group number, or recording group num- 
ber, as assigned during CDE. 
Group Name The name of the agent group or recording group, 
as assigned during CDE. 
Num AgtlRec The number of logged in agents in the group. If a 
recording group, the number of RAD ports as- 
signed to the group. 
Num Calls Wtg The number of calls from this path waiting for the 
agent group, or for the recording group. 
Conn AgtiRec The number of callers from this path currently talk- 
ing to agents in the group, or listening to RADs. 
Summary - Last Hour 
Offered The number of ACD calls offered to the group from 
this path, and the percentage of the total calls of- 
fered on the path that this represents. 
Answered 
The number of ACD calls answered by agents in the 
group from this path only, and the percentage of 
the total calls answered on the path that this repre- 
sents. 
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Table IO-14 Terms Used In Path Statistics Display 
(continued) 
Term 
Overflowed Meaning 
The number of calls that overflowed from the 
group to the next overflow point on this path, and 
the percentage of calls offered to the group, which 
overflowed. Calls which overflowed to inter-flow 
are not counted. 
SVC Level< The number of ACD calls answered on the 
path within the path’s service time, and the 
percentage of calls answered that this represents. 
SVC Level > The number of ACD calls answered on the 
path outside the path’s service time, and the 
percentage of calls answered that this represents.. 
Page 2 of 2 
Path Activity 10.16 The Path Activity display shown in Figure 10-6 gives a continuously 
updated picture of the traffic on a given path. information relates to the cal- 
lers queued for the path as well as any ready agents waiting for calls from the 
path. 
All queued callers that originated on the specified path are identified by 
trunk number or extension access code. The longest waiting caller for each 
group is at the bottom of the list, immediately above the horizontal line. 
As the number of waiting calls increases or decreases the information is up- 
dated in that group’s column, and the horizontal bar below the first call in 
the queue shifts up and down the screen accordingly. The screen displays up 
to twelve waiting calls. 
When there are no calls waiting in a queue, the subtitle under the group 
name changes to AGENT name and READY time. As many as 12 idle agents 
can be listed below the horizontal bar, beginning with the longest idle agent. 
Overflow groups that were programmed, but have no callers waiting and no 
agents logged in to,a group, are identified by the group name in the column 
title. If an overflow group was not assigned during the Customer Data Entry 
the column is blank. 
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							ACD Monitors 
14:26 23-APR-89 PATH ACTIVITY MITEL ACD TELEMARKETER 
PRIMARY AIV SALE 
Caller No. 
w3 O/F 1 COOKBOOK 
Caller No. 
wto 3lF2 RECORDS O/F3 
Agent BULLET 1 
Ready 
T 101 6 00:03 
T 21 4 00:24 
T 82 3 00:49 
2614 1 01:08 2614 6 01:05 
MCGRATH M. 17:17 
FAGAN J.L. 16:21 
DOYLEND C. 14:58 
THOMPSON B. 14:39 
CHENG J. 02:31 
LAVALLEE P. 02128 
FARROW MOE 02:Ol 
CHANG BILL 01:55 
REHDER M. 01:31 
WEATHERSPOON 01:04 
PATH 1 666 TV SALES 
l- 2- 
3- 4- 5- CANCEL 
6- 7- 8- PREVIOUS 9- NEXT 0- RETURN 
Figure 104 Path Activity Display 
Table 1 O-l 5 describes the softkeys presented with the Path Activity Display. 
The fields on the display are defined in Table 10-16. 
Table IO-15 Path Activity Display Softkeys 
Softkey Label 
CANCEL Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 
PREVIOUS This softkey is present if paths exist that have lower 
access codes than the path being displayed. Press- 
ing this key displays the activity for the next lower 
ACD Path. 
Page 1 of 2 
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							ACD TELEMARKETER Application Package 
Table IO-15 Path Activity Display Softkeys 
(continued) 
Softkey Label 
NEXT Function 
This softkey is present if paths exist that have higher 
access codes than the path being displayed. Press- 
ing this key displays the activity for the next higher 
ACD Path. 
RETURN The Return key (either hardkey or softkey) returns 
the user to the Path Summary form. See paragraph 
10.13 for a description of the Path Summary form. 
Page 2 of 2 
Table IO-16 Terms Used In The Path Actjvity Display 
Term Meaning 
Caller The trunk number or extension access code of the 
caller waiting for the agent group. 
No. The queue position of the caller waiting for this 
group. The numbers are ordered but may not be 
sequential if there are callers waiting for this 
group, who originated on another path. These oth- 
er callers hold a queue position for this group but 
are shown on the activity display for their path. 
wtg The time, in minutes and seconds, that the caller 
has been waiting in ACD. 
Agent The name of a ready agent in the displayed agent 
group. If the agent does not have a name assigned 
in CDE, the agent’s ID appears. 
Ready The time, in minutes and seconds, that the agent 
has been available, ready to accept an ACD call. 
Page 1 of 1 
I 
MONITORING GROUPS 
10.17 Four forms provide information about the agent groups programmed 
in the ACD system as follows: 
l Group Summary form displays important information about each agent 
group. 
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							ACD Monitors 
l the Group Programmed Data form displays the data programmed in CDE 
for each agent group. 
l Group Statistics form provides statistics gathered on the agent group over 
the past hour and since the beginning of the shift. 
l Group Activity form shows current caller and agent activity for the group. 
The purpose and contents of each form is described in the following subsec- 
tions. 
Group Summary 
Form 10.18 The primary form available within the agent group sub-level is the 
Group Summary form. This form gives a’brief overview of current activity as 
well as a synopsis of statistical data collected over the past hour. The user is 
presented with a set of softkeys, which when accessed display more detailed 
information related to the group and the group’s performance. 
10.19 While at the System level, pressing the AGENT GROUPS softkey 
prompts the user to enter an agent group number. After entering a valid 
agent group number, the user is presented with the screen shown in 
Figure 10-7. The chosen group is at the top of the screen. 
10.20 Pressing the RETURN key without first entering a group number also 
produces the display shown in Figure 10-7 . In this case, however, groups are 
listed in ascending order by group number. 
10.21 Entering an unprogrammed or out-of-range group number results in 
an error message on the work-line. The CANCEL key allows deletion of the 
entry. Alternately, the user may press the RETURN hardkey and re-enter a 
group number. 
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lo:04 23-APR-89 GROUP SUMMARY MITEL ACD TELEMARKETER 
RP 
GROUP 
UM 
NAME 
1 AIV SALE 
4 RECORDS 
7 
BULLET 1 
11 
12 
18 
35 
38 POP 
JAZZ 
COOKBOOK 
TRINKETS 
JOKELINE 2 1 
,l 
1 - : 
3 2 
3 13 12 
3 2 
73 43 22 
37 101 33 
835 561 274 
PATH 1 666 TV SALES 
PROGRAMMING 1 2- STATISTICS 1 3- ACTIVITY IO- 1 5- CANCEL  AGENTS NUM ON 
LOGGED. CALLS ACD 
ON WIG CALLS 
7 4 7 
8 2 -5 
6 - - SUMMARY -LAST HOUR 
OFFERED ANSWERED OVERFLOWED 
122 97 23 
142 138 4 
37 37 
7- PRINT 8- PAGE UP 
9- PAGE DOWN O- 
Figure IO-7 Group Summary Display 
Table lo-17 describes the softkeys presented with the Group Summary Dis- 
play.The fields on the display are defined in Table 10-18. 
Table IO-17 Group Summary Form Softkey Labels 
Softkey Label 
PROGRAMMING 
STATISTICS 
ACTIVITY Function 
Displays the Group Programmed Data form that 
shows the programmed CDE entries for the agent 
group currently bracketed by the work line arrows. 
Refer to paragraph 10.22 for a description of the 
Group Programmed Data form. 
Accesses the Group Statistics form that provides a 
statistical overview of the group’s activity at the 
present moment, and a summary of statistics col- 
lected over the past hour. See paragraph 10.23 for 
details. 
Accesses the Group Activity display that shows a 
frequently updated view of current status of the 
agent group. See paragraph 10.24 . 
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Table IO-17 Group Summary Form Softkey Labels 
(continued) 
. Softkey Label 
CANCEL 
PRINT 
PAGE UP 
PAGE DOWN Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 . 
Starts a dump of this form to the printer used for 
the ACD Monitor Print. 
Accesses groups with lower numbers if there are 
more agent group summary lines than fit on one 
screen. The key only appears when an upward 
scroll can occur. 
Accesses groups with higher numbers if there are 
more agent group summary lines than fit on one 
screen.The key only appears when an downward 
scroll can occur. 
Page 2 of 2 
Table lo-18 Terms Used In Group Summary Display 
Term Meaning 
Grp Num The agent group’s number. 
Group Name 
Current State The agent group’s name as programmed in CDE. 
AGENTS LOGGED ON The number of agents in this group currently 
logged on. 
NUM CALLS WTG The number of ACD calls queued up, from all paths, 
for agents in this group. 
I 
ON ACD CALLS The number of agents in this group currently active 
on ACD calls. 
I 
Summary - Last Hour 
OFFERED The number of incoming ACD calls offered to the 
group from all paths. 
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Table IO-18 Terms Used In Group Summary Display 
(continued) 
I 
Term . Meaning 
ANSWERED The number of incoming ACD calls answered by 
this group, and the average duration of those calls. 
OVERFLOWED The number of calls that overflowed in any path 
while queued for this group as the primary group. 
I 
Page 2 of 2 
Group 
Programmed Data 10.22 The Group Programmed Data form shown in Figure 10-8 displays the 
data programmed during CDE for the agent group. 
lo:04 23-APR-69 GROUP PROGRAMMED DATA MITEL ACD TELEMARKETER 
SUPER NAME : ADAMSON T. 
THRESHOLD 1 : 00:45 
SUPER ID : 102 
THRESHOLD 2 : 01:20 
. 
O/F TIMER : 02:oo 
: 00:20 
SEN’R NAME ELKS HARRY AFTER WORK 
: 
SEN’R ID : 100 
PROG ACTS : 12 
l- 2- 
5- 7- GROUP * 1 AN SALE 
3- 4- 5- CANCEL 
8- 9- NEXT 0- RETURN 
Figure 10-8 Group Programmed Data Display 
Table lo-19 describes the softkeys presented with the Group Programmed 
Data Display.The fields on the display are defined in Table 1 O-20 . 
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