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Supervisor Features: continued
37
INC is the number of incoming calls waiting in the ACD call queue
LOG is the number of calls logically queued for this group
AGT is the number of agents available to answer calls
WAIT is the waiting time (in seconds) of the call at the front of the highest
priority queue.
The information is displayed for 12 seconds, or until another feature key is
pressed or an ACD call is presented on your
,
key. If you have more than
one
E
key on your telephone each key will be associated with a dif-
ferent ACD group.
Some sites use the Display Queue Threshold feature rather than Display
Queue Status. For information on this feature refer to Displaying the queue
threshold in the Agent features part of this guide.
When you press the
H
key, information is displayed about the activi-
ty of all the agent positions in your ACD group.
The example below shows the information typically displayed when you
press
H
.
ACD is the number of agents active on ACD calls
SDN is the number of agents active on non-ACD calls (Secondary Directory
Number calls)
NR is the number of agents logged in but not ready to receive calls
IDL is the number of agents idle and ready to receive calls
NMD is the number of positions which are not manned (that is, not logged in).
ACD SDN NR IDL NMD
60234
Displaying the status of an ACD queue (continued)
Displaying a summary of agent activity
INC LOG AGT WAIT
24 12 8 102