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Using display agent status – Nortel Networks i2050 User Manual

Page 49

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Supervisor features

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3. To terminate the observation, click

Observe

.

Using Display Agent Status

Use the Display Agent feature to view a summary of current status for all
agents that have an agent Position ID key assigned on the Supervisor’s
telephone. See Figure 4 below.

Click

Display Agent

. The summary information appears for 12 seconds

or until you click another feature key.

In the NotReady state, agent positions on either ACD or non-ACD calls
count as busy. Your system administrator specifies whether calls are
ACD or non-ACD.

Figure 4: Display Agent Status

Positions busy on

ACD calls

Positions waiting

for ACD calls

Positions busy on

non-ACD calls

Vacant agent

positions