Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Agent Real Time Displays
September 2011
53
Agent ACD State Log Display
The Agent ACD State Log Display (
Figure 22
) shows a record of all ACD server state
transitions for the current day. The log is in chronological order.
Table 14
describes the fields that are listed in the Agent ACD State Log Display.
Figure 22.
Agent ACD State Log Display
Table 14.
Agent ACD State Log Display field descriptions
Field
Description
State Start
Time
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.
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.
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.