Mitel 4150 manual Queue Status Reports

Queue Status Reports

Table 3: Queue Status Reports

Key # Sample Display

0CONDENSED STATUS REPORT:16 2 10 2 8

1AVERAGE AGENT WAIT TIME 00:46

2NUMBER OF ACD CALLS ANSWERED: 16

3AVERAGE DURATION OF ACD CALLS 02:36

4NUMBER OF NON-ACD CALLS HANDLED: 8

5AVERAGE DURATION OF NON-ACD CALLS 01:12

6NUMBER OF TIMES AGENTS MADE BUSY: 2

7AVERAGE DURATION OF BUSY STATE 03:42

8NUMBER OF ACD CALLS PUT ON HARD HOLD: 4

9AVERAGE HOLD DURATION OF ACD CALLS 00:51

Description

Condensed queue status report* Average waiting time for agents in group Number of ACD calls answered by group Average duration of ACD calls

Number of non-ACD calls made/answered by group Average duration of non-ACD calls

Number of times agents made busy Average duration of make busy state Number of ACD calls put on hard hold Average duration of ACD calls on hard hold

*The condensed queue status report available to supervisors at key “0” consists of the following information displayed from left to right:

•Number of ACD calls answered by the group.

•Number of abandoned ACD calls.

•Number of agents logged in.

•Number of times agents made busy.

•Number of non-ACD calls handled by the group.

The report available to senior supervisors at key “0” consists only of “NUMBER OF AGENTS LOGGED IN” and not the condensed report that is available to a supervisor.

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