Mitel Version 5.7 SP1 Running queue events searches

ACD Inspector 293
To run an Agent events/Options events search
1. Click Tools=>Datamining=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click Select dates and select March 3, 2007 to March 5, 2007.
3. Under Select media servers, Phone is preselected.
NOTE:
When you run a search on Agent answer ACD, type the Agent ID but do not type the agent’s
extension. Once answered, an ACD call is not pegged as an extension but is pegged as ACD. You
will get no data if you type the agent’s extension.
You can find the Agent ID by selecting YourSite=>Configuration=>Agent login=>Agent login. The
Agent ID is located under the Agent login ID heading. Ensure you select the Agent ID associated with
the Phone media server.
4. Under Agent information, type the Agent ID, 2005.
5. Under Agent events, if you will are not selecting all events, clear Select all.
6. Select the Agent event(s) you want to search on, in this case, Agent answer ACD, Set Make Busy,
and Remove Make Busy.
You can leave the ACD queue blank.
7. Click the Option tab.
8. Under Time ranges, select the Start at and End at times with which to narrow the Agent events
search.
In this example, the start time is 9:00 A.M. and the end time is 11:00 A.M.
9. Click Start search.
The ACD Inspector results - Agent events tab opens.
Figure 10-5 ACD search results - Agent events tab
Running queue events searches
You can run a Queue events search to determine when you had too few agents available to answer calls for a
particular queue. You search for a maximum of two agents and local calls that waited between one and three
minutes.