Mitel 4150 User Manual

34

Agent Status Reports

Table 4: Agent Status Reports

0

AVERAGE WAITING TIME 01:55

Average waiting time for agent

1

NUMBER OF ACD CALLS ANSWERED: 25

Number of ACD calls answered by agent

2

AVERAGE DURATION OF ACD CALLS 02:14

Average duration of ACD calls

3

NUMBER OF NON-ACD CALLS HANDLED: 3

Total non-ACD calls made/answered by agent

4

AVERAGE DURATION OF NON-ACD CALLS 01:27

Average duration of non-ACD calls

5

NUMBER OF TIMES AGENT MADE BUSY: 4

Number of times agents made busy

6

AVERAGE DURATION OF BUSY STATE 03:42

Average duration of make busy state

7

NUMBER OF ACD CALLS PUT ON HARD HOLD: 5

Number of ACD calls put on hard hold

8

AVERAGE HOLD DURATION OF ACD CALLS 00:32

Average duration of ACD calls on hard hold

Status Indicators

The following table illustrates the behavior of line status indicators.

Table 5: 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