Cisco Cisco Agent Desktop 8.0 Betriebsanweisung

1. On the dashboard toolbar, click Real-Time Displays. 

The Agent Real-Time Displays window is displayed.

2. From the Real-Time Displays field, select Agent ACD State Log Display.

State Start Time

The time the ACD agent state was initiated. Start time is 
based on the time the Recording & Statistics service 
received the ACD agent state data from Agent Desktop; 
therefore the start time reflects the Recording & Statistics 
server time, not the time shown on your PC. If the 
Recording & Statistics server and the agent PC are in 
different time zones, this is taken into account.

Agent State

The last ACD agent state written to the log is actually the 
previous ACD state that you were in. In order to calculate 
State Duration, the current state cannot be written to the 
log until you transition to the next ACD agent state.

Wrapup Data

Any wrapup data you entered, if the agent state you 
transition to is Work Ready or Work Not Ready.

Reason Code

A number followed by a string description in parentheses 
identifying why the agent is in the current state. Displays 
0 (zero) if there is no reason code. This field only applies 
to the Not Ready and Logout states.

State Duration

The amount of time you spend in the agent state.