User guide

Chapter 8, ACD Features
96 Aastra – 2736-007
Use the Agent Statistics Key
Step
Action
Result
1.
Press the Agent Stat softkey.
The Agent Statistics display.
ACD Agent Statistics
Agent4010
Online Dur. 00:15:16
AVL 77% ACD 18 %
WRP 4% HLD 0T
Done
2.
Press to scroll through the agent
statistics.
Queue Depth
The Queue Depth feature enables agents and supervisors to display current queue
information on the LCD display.
 If you are an agent, the Queue softkey displays the queue status of the ACD pilot
where you are an agent.
 If your station is an ACD supervisor for a different ACD pilot, the Queue softkey
shows the queue status of the ACD pilot where this station is an ACD supervisor.
The following information displays with the Queue Depth softkey is pressed:
Acronym Displayed
Description
CIQ
Number of Calls In Queue
AOL
Number of Agents Online.