3Com NBX 100 Administrator's Manual - page 283
Using ACD
283
To unassign a system user as an ACD agent, do the following:
1 Click in the Agent List a current agent that you want to unassign from
ACD responsibilities.
2 Click .
Agent List Report Screen
To get a detailed report on ACD agents, click the Report button in the
Agent List screen.
Table 44
describes the function of each field and button in the Agent List
Report screen.
If the number of agents exceeds the number allowed by the license (five
in the case of the Basic ACD license), the NBX system disables the Add
button and displays an error message that the maximum number of
agents has been reached.
ACD Statistics
The ACD Statistics screen allows you to gather meaningful data about
agents, calls, and callers to specific ACD groups.
As the administrator, you can either view the data for a selected ACD at a
time, or view the data for all of the ACDs at the same time. The data
viewed is a “snapshot” of the ACD at the discrete time at which you
invoked the Statistics display.
You must refresh the display in order to ensure that the data are current.
Table 44 Agent List Report Screen: Field Descriptions
Field
Description
Agent
Displays the name and extension of this ACD agent.
Current Queue
Displays the number of calls that are currently in the call
waiting queue of this ACD.
Answered
Displays the total number of calls to this ACD group that
have been answered since the last reset of the statistics
facility.
Status
Shows whether the agent is currently logged in or logged
out.
State
Shows whether the agent is prevented from logging out
from the system (locked) or is able to log out from the
system (unlocked).