Agent Status Reports

Table 4: Agent Status Reports

Key # Sample Display

0AVERAGE WAITING TIME 01:55

1NUMBER OF ACD CALLS ANSWERED: 25

2AVERAGE DURATION OF ACD CALLS 02:14

3NUMBER OF NON-ACD CALLS HANDLED: 3

4AVERAGE DURATION OF NON-ACD CALLS 01:27

5NUMBER OF TIMES AGENT MADE BUSY: 4

6AVERAGE DURATION OF BUSY STATE 03:42

7NUMBER OF ACD CALLS PUT ON HARD HOLD: 5

8AVERAGE HOLD DURATION OF ACD CALLS 00:32

Description

Average waiting time for agent

Number of ACD calls answered by agent Average duration of ACD calls

Total non-ACD calls made/answered by agent 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

Status Indicators

The following table illustrates the behavior of line status indicators.

Table 5: Status Indicators

Key

Status

Indicators

Prime Line

Idle

Off

 

Busy

On

Queue Status

No calls in queue

Off

 

Calls waiting before 1st threshold time period

On

 

Calls waiting between 1st and 2nd threshold time periods

Slow flash

 

Calls waiting longer than 2nd threshold time period

Pulsed flash

 

Calls have overflowed

Fast flash

Agent Status

Agent logged out

Off

 

Agent logged in - no calls waiting

Pulsed flash

 

Agent telephone made busy

Fast flash

 

Agent on ACD call

On

 

Agent on non-ACD call

Slow flash

 

Holding an ACD call

On

 

After call work timer

On

Shift

Shift not activated

Off

 

Shift activated

On

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Mitel 4150 manual Agent Status Reports, Status Indicators