Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

							8 . 
ACD MONITORS 
The ACD Monitors act as a “window” to the ACD system by giving ACD supervisors an 
eventdisplay that is updated after the completion of each ACD activity. This section 
describes the purpose and content of each monitor and defines the monitor fields and 
the keys available in each display. 
Four Types of Monitors 
8.1 The monitors allow access to four areas of the ACD TELEMARKETER system. The 
supervisor may view current information for: 
System Activity 
The System Activity monitor displays the current status of the ACD system. The display 
shows the number of agents logged in, the number of calls in the system, and general 
statistics on agent performance. Refer to paragraph 8.3 for further details. 
Paths 
The Path Summary monitors are a series of displays for individual paths. Displays 
include the CDE programmed parameters of the path, the current activity on the path, 
and a brief statistical analysis for the path. See paragraph 8.4. 
Agent Groups 
The Agent Groups Summary monitors are a series of displays for individual agent 
groups. Displays include the CDE programmed 
data for each agent group, the current 
activity of the group, and a brief current and historical analysis of statistical data for the 
group. Refer to paragraph 8.5. 
Agents 
The Agent Information monitors are a series of displays for individual ACD agents. 
Displays include CDE programmed data for each agent in the system, the current 
activii of the agents, and a brief current and historical analysis of statistical data for 
the agents. More details are provided in paragraph 8.6. 
Hierarchy of Monitor Displays 
The monitor data is presented in a series of displays on a standard VT1 00 compatible 
terminal. Most displays show a summary of performance over the last hour of 
operation, or from the beginning of an agent’s shift. The monitors are arranged in a 
hierarchy as shown in Figure 8-l. 
9109-096-62&NA issue 3 Revision 0 620 6-1  
						

							ACD 7ELEMARKETER Application Package 
Monitor ACD system 
Paths summary Agent Groups Summary AgentsSummary 
Figure 8-l Monitor Hierarchy 
Accessing Monitors 
I Restrictions 
8.2 The monitors are accessed through a VTlOO-type terminal connected to a dataset. 
The dataset connects each Data Terminal (DIE) to a DNIC circuit on the PABX. The 
DTE connected to the dataset must be an ASCII data device using an RS-232C 
interface. 
As many as four users can access the monitors simultaneously. While most displays 
are updated every 5 to 10 seconds, the update rate will vary depending on the number 
of users currently requesting monitor displays. 
I Entering Monitor Mode 
Perform the following steps to gain access to the monitors through a VT1 O&type 
terminal: 
1. Press  key. The system responds with 
Welcome to Mite1 SX-200 DIGITAL, Data Switching l* 
2. To request the monitors, enter: MONITOR ACD or M ACD. The display shows call 
progress as follows: 
620 8-2 Revision 0 
9109-096-62&NA issue 3  
						

							ACD Monitors 
1 - VT100 compatible 
2-IBMPC 
select terminal type: 1 
enter password: 10002~ 
3. If the limitation of four simultaneous monitors has been exceeded, the system 
response following the MONITOR ACD request changes to: 
I 
Notes: 1. 
2. 
Ringing 
System Busy, Try Again Later 
The system response is a programmable herald that is selected during the 
programming of the Data Transceiver’s Class of Service. Refer to Practice 
9109-098-21 O-NA, Customer Data Entry, for details. 
The default password is 1000; however, the password is programmable. Con- 
tact your communications manager if the password needs to be changed. New 
passwords are assigned by accessing CDE Form 28 from a maintenance termi- 
nal or console. The level of access for monitors is softkey number 2, 
SUPERVISOR. 
I 
Once logged in to the system, the user is presented with the SYSTEM ACTIVITY 
screen, described in detail in paragraph 8.3. 
9109-09G82O-NA Issue 3 Revision 0 820 83  
						

							ACD 7ELEMRKETER Application Package 
1 Monitoring System Actiiity 
System Activity Monitor Display 
I 8.3 After selecting MONITOR ACD, the supervisor is presented with the SYSTEM 
ACTIVITY monitor (Figure 8-2). This display contains a summary of the entire ACD 
system showing all current call 
activity and agent activity as well as a summary of 
system performance over the past hour. 
The fields in the System Activity Monitor display are described in Table 8-2. 
I 
1393 234PR-92 SYSTEMACTIVlTY MI’IELACD TFLEMARKETFiI 
CALLERACTMTY 
AGENT ACTIVITY SUMMARY -LAST HOUR 
CALLERS : 
14 ON ACD : 11 
ENTERBD : 257 
CALLSWTG : 3 READY : 
1 
TIMEtQANS : ooz54 
LONGEST WTG: 00:56 
SVCLEVELC 
: 200 78% 
SVCLJwEL> 
* 54 22% 
ANS by AGT : 254 03:02 
UNDER 1ST , 
28% MAgEBUSY . 2 
ANS by AGT : 99 % 
BETWREN : 56% DND 
AFIERZND * 16% 
ON non ACD 
ON non ACD 4 
ON RECORDING 
2 01:23 
HELDCALLS : LOGGED ON ’ 14 
ABANDONED 3 
LOGGED Om 63 01:35 
I- 
PATHS 2-AGENT GROUPS 3-AGENTS 4-LANGUAGE 5- 
6-QQurr 7- PRINT a- % o- 
I 
Figure 8-2 System Activii Monitor Display 
System Activity Monitor Softkeys 
The System Activity monitor display is accompanied by softkeys used to enter the 
second level in the monitor hierarchy. The softkeys presented with this display provide 
access to detailed displays of performance of specific paths, agent 
groups or agents. 
Table 8-l explains the various softkeys and their purpose. 
620 8-4 Revision 0 9199-096-629-NA Issue 3  
						

							m 
ACD Monitors 
Table 8-l System Actlvity Monltor Softkeys 
Softkey Label Function 
PATHS Prompts the user to specify a path ID. Displays the Path Monitors for the 
selected Path. Refer to paragraph 8.4 for details. 
AGENT GROUPS Prompts user to specify an Agent group number. Displays the Agent Group 
monitors for the selected group. Refer to paragraph 8.5 for details. 
4GENTS AGENTS prompts for an Agent Id number. Displays the Agent Monitors 
showing current agent activii and last hour statistics. Refer to paragraph 8.6 
for details. 
LANGUAGE LANGUAGE provides a FRANCAIS softkey; when pressed, it converts 
softkey prompts and the command line to French. When prompts are in 
French, the softkeys toggle to LANGUE and ENGLISH, to allow selection of 
English prompts. 
3UIT Logs the user out of the Monitor ACD application and terminates the session. 
PRINT Prints the System Activii form on the printer used for the ACD Monitor Print. 
Table 8-2 Terms Used In System Actlvlty Display 
Term Meaning 
Caller Acthrlty 
Callers 
Calls wtg The number of callers within the ACD system. This includes callers talking to 
agents and callers 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 listening to silence, music, alternate music, or a recorded 
announcement. 
Longst Wtg The duration, in minutes and seconds, of the call that has been waiting longest 
in the queues. 
Under 1st 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. 
Between 
After 2nd 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. 
On Recrdng The number of calls waiting in the queues that are listening to a recorded 
announcement. 
Held Calls Indicates the number of ACD callers that have been placed on hold. 
Page 1 of 2 
9109-096-62O-NA Issue 3 Revision 0 620 8-5  
						

							ACD TELEh&WKETER Application Package 
Table 8-2 Terms Used In System Activity Display 
(contlnuecl) 
Term Meanlng 
Agent Actlvlty 
On Acd The number of agents currently on ACD calls. 
Ready 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 
by an agent or agent originated calls, and the average .duration 
Page 2 of 2 
620 6-6 Revision 0 
9109-096-62o-NA Issue 3  
						

							Ea . I 
ACD Monitors 
Monitoring Paths 
I 
Accessing the Path Summary Display 
8.4 
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 8-3. 
l3:23 23-APR-93 PATHSUMMARY IvlTIELACD TELEMARKETER 
PAI?H Pm ACCESS 
NUM NAME CODE 
1 TVSALES 666 
2 RECSALES 667 
3 NEWSMAG 668 
4 SERVICE 669 
5 SUB!XXPT 662 NUM CONN 
MLLSTO 
WTG AGTS 
4 7 
- 2 
23 11 
1 2 SUMMARY-LASTHOUR 
=RED ANSWERED ABANDONEDIN‘IERFLOWED 
122 101 00:54 19 15% 01:49 9 01:58 
34 34 00:14 
439 202 01:34 31 7% 02i13 4 02i12 
13 13 00:40 : 
5- - 3 lie% 1iOl - : 
l-PROGRAMMINCZSIXIISTICS 3-ACTIVITY 4 5-CANcm 
6- 7-PRINT SPAGEUP 9-PAGEDOWN O- 
Figure &3 Path Summary Display 
I Path Summary Display 
The system displays path information on four forms. Entry into the Path monitor 
sub-level begins with the Path Summary display (Figure 8-3) showing activity on the 
requested path. 
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-f-range path, results 
in an error message on the work-line, and the system offers the CANCEL softkey. The 
RETURN hard-key also cancels the error message. 
Table 8-3 describes the fields in the Path Summary Display. 
9109-096-62O-NA issue 3 Revision 0 620 8-7  
						

							ACD TELEMARKETER Application Package 
Table 83 Terms Used In Path Summary Display 
I Term I Meaning 
Current Information 
Path Num The path number. Paths are displayed in ascending order by path 
numbers (range = 
1 - 50). 
Path Name 
Access Code 
Num Calls Wtg The name of the path as programmed in CDE. 
The access code of the path 
(1 - 5 digits). 
The number of ACD calls which originated on this path that are 
currently queued against any of the groups programmed in the path. 
r 
Conn To Agts The number of callers from this path currently talking to agents of any 
of the 
groups programmed in this path. 
Entered 
Answered 
Abandoned 
Interflowed Summary - Last Hour 
The number of calls that entered this path. See Note below. 
The first entry is the number of calls answered by all groups in the 
path. The second entry is the average time to answer for those calls. 
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 before abandoning. 
The first entry is the number of callers who interflowed out of this path. 
The second entrv is the average time to interflow for those calls. 
Note: TheE~redfieldonthePathSummaryshowsthenumberaftimesacalle~redthepath. lncaseswhereapath 
inteflowsto itself or to another path, e&~ call that interflows incrementsthe entered count. Therefore, one call 
into the system may have ‘entered’ many times. 
Path Summary Softkeys 
From this point, softkeys allow the supervisor to access detailed information in three 
categories: 
CDE programmed data, statistics gathered on the path over the past hour, 
and current path activity. 
The softkeys for the Path Summary monitor are described in Table 84. The displays 
that result from pressing the PROGRAMMING, STATISTICS and ACTIVITY softkeys 
are discussed in the following paragraphs. 
620 6-6 Revision 0 QlOQ-OQ6-62O-NA Issue 3  
						

							m . I 
ACD Monitors 
Table 8-4 Path Summary Display Softkeys 
Softkey Label 
PROGRAMMING 
Function 
Displays the Path Programmed Data form that shows information 
programmed in CDE for the path currently bracketed by the work-line 
arrows. The Path Programmed Data form is described on page 620 8-l 0. 
STATISTICS Accesses the Path Statistics form that contains a statistical overview of 
activii on the path at the present moment, as well as a summary of 
statistics collected over the past hour. 
ACTIVITY Accesses the Path Activii display that contains a frequently updated view 
of current traffic on the selected path including callers waiting and idle 
agents. The Path Activity form is described on page 620 8-15. 
CANCEL Returns the user to the System level display. Paragraph 8.3 describes the 
System level form. 
PRINT Prints the Path Summary form on the printer used for the ACD Monitor 
Print directed printout. 
PAGE UP 
PAGE DOWN lf 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, this key 
accesses paths with higher Path numbers than the first path on the screen. 
This key only appears when a downward scroll can occur. 
9109-09662O-NA Issue 3 Revision 0 620 8-9  
						

							ACD TELEMARKE7ER Application Package 
I 
Path Programmed Data Display 
Pressing the PROGRAMMING softkey in the Path Summary window displays the Path 
Programmed Data form (Figure 8-4). This display contains the data entered during 
CDE for the selected path. 
The fields 
in this display are described in Table 84. 
1426 
23+JPR-92 PATE PROGRAMMED DATA MITFiLACD TELEMARKETER 
PRIMARY 
OVERFLOW 
1 
OVE~W 2 
0-w 
3 
INTERFLOW 
: 1 TVSALFS 
: 13 COOKBOOK 
: 4 RECORDS 
: 7 BULLET1 
: 8834 
: yes 
: yes 
: 03:30 
SVCTIMEI : 0093 
ANS DELAY : ooz12 
PRIORlTY : 20 
RADl ID: 
MUSIC 
: 
START: 
R4D2 ID: 
MUSIC : 
!TIXRT: 
R4D3 ID: 
MTJSIC : 
START: 
RAD4 ID: 
MUSIC : 1123 ALLAGTS BSY 
system 
Oh12 
1124 STILL BSY 
1170 
Ok45 
1126 PLS HOLD ON 
1170 
01:30 
1124 STILL BUSY 
1170 
!irnsRT : 0215 
PATH1 666 TVSALES 
l- 2- 
3- 4- 5- CANCEL 
i 7- 
8- PREVIOUS 9- NEXT o-RBTuRN 
Figure 84 Path Programmed Data Display 
Table 8-5 
Terms Used In Path Programmed Data Display 
Term 
Primary 
Overflow 1 
Overflow 2 
Meaning 
Number and name of the primary agent group for the path. 
Number and name of the first overfiow group for the path. 
Number and name of the second overRow group for the path. 
Overflow 3 
Interflow Number and name of the third ovetiow group for the path. 
Access code of the intetfiow point. 
Page 
1 of 2 
620 8-10 Revision 0 9109-09&62&NA Issue 3