Mitel Version 5.7 SP1 Queue events criteria for searches

288 Chapter 10 Data-mining Tools
Queue events criteria for searches
When performing a queue events search, you can search on the following criteria:
• Agent group statistics
• Queue statistics
• Date
The Queue events tab has the following search criteria:
Queue information
The Queue information box specifies the ACD queue or agent group used in the search. When you type an
ACD queue or agent group number, the search results contain records specific to that ACD queue or agent
group.
Queue event
When you select all three queue event check boxes (Agent Group statistics, Queue statistics, Date), the
search results contain records for all of the agent groups and queues, and all of the telephone system refresh
cycles. The telephone system performs a re-synchronization and generates a refresh record every time it
notices the date or hour has changed (once an hour).
Agent information
The Agent information boxes specify the range of values for the Agents Available statistic used in the search.
For example, if you select a range of 5 to 10, the search results contain records for all of the calls during
periods when 5 to 10 agents were logged on to the ACD, but not in Make Busy or Do Not Disturb.
Interactive Contact
Center Remove MKB
This record is produced when the supervisor removed the agent from Make Busy.
Interactive Contact
Center Set DND
Request
This record is produced when the agent sets himself as DND.
Interactive Contact
Center Remove DND
This record is produced when the supervisor removed the agent from DND.
Interactive Contact
Center Sync Queue
This record is produced when Interactive Contact Center queues are
synchronized to match the telephone system queues. In
YourSite=>Configuration=>Queue, under Interactive Contact Center options, you
can select this queue to be synchronized with the telephone system data each
night. That means that the information in Contact Center Management will be
changed to reflect what is programed on the telephone system.
Interactive Contact
Center Sync Agent
Group
This record is produced when Interactive Contact Center agent groups are
synchronized to match the telephone system queues.
Interactive Contact
Center Sync Agent
This record is produced when Interactive Contact Center agents are synchronized
to match the telephone system queues.
Interactive Contact
Center Sync Started
This record is produced when the synchronization between the Contact Center
Management database and the telephone system is started.
Interactive Contact
Center Sync Finished
This record is produced when the synchronization between the Contact Center
Management database and the telephone system is finished.
Table 10-1: Agent events criteria
Agent events Description