Mitel - User not showing up in the Agent State by Time

User not showing up in the Agent State by Time

(see attached for detailed instructions)

To see what AG (Agent Groups) a user is in, right click in the Agent State by Time and Select Add\Remove Device

Find the Agent Group by sorting by Reporting and select check the box next to the desired group based on the Queue Now listings (Queue # P435, you will look for Reporting #535) If you are unsure what queues the user should be answering, contact their manager.

Once you highlight the desired report scroll thru the Agents and the ones that are BOLD are the ones that are setup to receives calls to that queue

If the users name is not bold, let the Network\Phone Team know.