ZyXEL Communications IP PBX X6004 User Manual
Page 403
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Chapter 26 Status Observation
X6004 User’s Guide
403
ACD Queue
This section displays the current statistics for the queue on the selected
Skill/Number. The following statistics are monitored:
• Number of Agents - This indicates the total number of agents
associated with the selected skill.
• Agents Login - This indicates how many of the agents associated
with this skill are currently logged in.
• Available Agents - This indicates how many of the currently logged
in agents associated with this skill are available.
• Agents on Call - This indicates how many of the currently logged in
agents associated with this skill are engaged in phone calls.
• Waiting Calls - This indicates how many calls are still in the queue
for the selected skill.
• Service Level Rate - This indicates the average service level score
of all the agents associated with this skill who login within a single
24-period.
• Accepted Service Level - This number corresponds to the Service
Level setting on the Skill screen (
• Completed Calls - This indicates the total number calls received
and completed by all agents associated with the skill.
• Abandon Calls - This indicates the total number of calls that were
never answered by all agents associated with this skill.
Note: All of these statistics reset everyday at midnight, or if you
make any changes to the associated skill/number, or if you
restart the X6004. Once the statistics reset then they begin
calculating anew.
Agent Name This displays the name of an agent associated with the selected skill/
number.
Agent ID
This displays the ID numbers of an agent associated with the selected
skill/number.
Login
This indicates the time of the agent’s last login.
Extension
This displays the extension of an agent associated with the selected
skill/number.
State
This displays the current state of an agent associated with the selected
skill/number.
• Idle - This indicates the agent associated with the selected skill/
number is logged in and idle.
• Busy(skill_XXXXX) - This indicates the agent associate with the
selected skill/number is logged and busy. The skill that appears in
parentheses indicates the skill with which he is currently occupied, if
he belongs to multiple skills.
• Pause - This indicates the agent associated with the selected skill/
number is logged in and his account is currently paused (not
receiving or making calls).
• Logoff - This indicates the agent associated with the selected skill/
number is not logged in.
Priority
This indicates the priority rating of the agent associated with the
selected skill/number.
Caller ID
This indicates the caller ID of the most recent call to the agent
associated with the selected skill/number.
Table 152 Status Observation > ACD Queue (continued)
LABEL
DESCRIPTION