Using ACD 283To 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 fromACD responsibilities.2 Click .Agent List Report ScreenTo get a detailed report on ACD agents, click the Report button in theAgent List screen.Table 44 describes the function of each field and button in the Agent ListReport screen.If the number of agents exceeds the number allowed by the license (fivein the case of the Basic ACD license), the NBX system disables the Addbutton and displays an error message that the maximum number ofagents has been reached.ACD Statistics The ACD Statistics screen allows you to gather meaningful data aboutagents, calls, and callers to specific ACD groups.As the administrator, you can either view the data for a selected ACD at atime, or view the data for all of the ACDs at the same time. The dataviewed is a “snapshot” of the ACD at the discrete time at which youinvoked the Statistics display.You must refresh the display in order to ensure that the data are current.Table 44 Agent List Report Screen: Field DescriptionsField DescriptionAgent Displays the name and extension of this ACD agent.Current Queue Displays the number of calls that are currently in the callwaiting queue of this ACD.Answered Displays the total number of calls to this ACD group thathave been answered since the last reset of the statisticsfacility.Status Shows whether the agent is currently logged in or loggedout.State Shows whether the agent is prevented from logging outfrom the system (locked) or is able to log out from thesystem (unlocked).
