Agent status reports – Mitel SUPERSET 4025 User Manual
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Agent Status Reports
Table 4: Agent Status Reports
Key Number
Sample Display
Description
0
398 Bob
Agent identification number and name
1
WAIT TIME 01:55
Average waiting time for agent
2
# ACD CALLS 25
Number of ACD calls answered by the agent
3
ACD CALL 02:14
Average duration of ACD calls
4
# NON ACD 3
Number of non-ACD calls made/answered by agent
5
NON ACD 01:27
Average duration of non-ACD calls
6
# MADE BUSY 4
Number of times agents made busy
7
AVG BUSY 03:42
Average duration of make busy state
8
# ON HOLD 5
Number of ACD calls put on hard hold
9
AVG HOLD 00:32
Average duration of ACD calls on hard hold
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