Supervisor Features: continued

Displaying the status of an ACD queue (continued)

INC is the number of incoming calls waiting in the ACD call queue LOG is the number of calls logically queued for this group

AGT is the number of agents available to answer calls

WAIT is the waiting time (in seconds) of the call at the front of the highest priority queue.

INC LOG AGT WAIT

24

12

8

102

The information is displayed for 12 seconds, or until another feature key is pressed or an ACD call is presented on your ,key. If you have more than one Ekey on your telephone each key will be associated with a dif- ferent ACD group.

Some sites use the Display Queue Threshold feature rather than Display Queue Status. For information on this feature refer to Displaying the queue threshold in the Agent features part of this guide.

Displaying a summary of agent activity

When you press the Hkey, information is displayed about the activi- ty of all the agent positions in your ACD group.

The example below shows the information typically displayed when you press H.

ACD

SDN

NR

IDL

NMD

6

0

2

3

4

ACD is the number of agents active on ACD calls

SDN is the number of agents active on non-ACD calls (Secondary Directory Number calls)

NR is the number of agents logged in but not ready to receive calls IDL is the number of agents idle and ready to receive calls

NMD is the number of positions which are not manned (that is, not logged in).

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Aastra Telecom M6320 manual INC LOG AGT Wait, Displaying a summary of agent activity

M6320 specifications

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