Specifications

CHAPTER 8 NDA-24213
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Issue 3.0
MIS Menu Commands
Status Screens Menu
5.1.4 Agent Detail Statistics
This screen displays a list of individual agents logged-on to the split with detailed information about
the current state of their ACD and PBX lines (see Figure 8-35).
Figure 8-35 Agent Detail Statistics
This display will probably be the most active, as it reflects each agent state change in coded colors.
As agents progress from one state to another, their corresponding displays are updated within a
second, and the agents’ timers are reset to zero to begin counting time in the new state.
In Figure 8-35, agents 4301 and 4303 show a Line Status of “ACD2.” Since these statistics are
included in a status screen for Split #1, the number following the “ACD” status indicates that these
are multi-split agents who are taking calls for Split #2 although they are logged-on in Split #1.