Mitel Version 5.7 SP1 Agent State by Time for Queue

Contact Center Client 195
Agent State by Time for Queue
The Agent State by Time for Queue monitor is a new Contact Center Client real-time monitor designed
specifically for contact centers using Agent Group Presence functionality. However, the Agent State by Time
for Queue monitor is available for all media server types. The Agent State by Time for Queue monitor is
accessed from the Time menu in Contact Center Client and displays all agents configured in a specific Queue
and agents who are on ACD calls, idle, on non-ACD calls, unavailable, logged on to the system (but not
present in the queue being monitored), and logged off. (See Figure 7-9).
Figure 7-9 Agent State by Time for Queue
Table 7-4 lists the Agent State by Time and Employee State by Time column headings and their associated
agent states.
To view the Agent State by Time for Queue monitor
1. Open and log on to Contact Center Client.
2. Click View=>Real time to view the Contact Center Client monitor icons.
3. Click the Time icon and click Agent State by Time for Queue.
4. In the left pane of the Add/Remove devices window, click Media (on agent monitors only) to sort the
members by media server, click ID to sort the members by ID, or click Name to sort the members
alphabetically.
You can sort members in either ascending or descending order.
5. Under Agent groups, select agent groups to monitor and/or under Agents, select agents to monitor.
6. Under Card design, select a card design.
Card designs specify the information displayed on agent, employee, and extension monitors. See
“Viewing web pages” on page204.
7. Click OK.
Table 7-4 Agent State by Time for Queue column headings
Category Associated agent states
ACD includes agents in ACD and agents in ACD Hold
Idle includes agents in the Idle state
Non ACD includes agents in Non ACD, in Non ACD Hold, Outbound agents, and Outbound Hold agents
Unavailable includes agents in Do Not Disturb, Make Busy, Work Timer, and Unknown
Logged on to
system
includes agents who are logged on to the telephone system but not in the queue being
monitored
Logged Off includes agents in the Logged Off state