Cisco Cisco Agent Desktop 10.0 ユーザーガイド
Agent Real Time Displays
Agent ACD State Log Display
The Agent ACD State Log Display shows a record of all ACD server state transitions for the current day,
starting at midnight. The report is in chronological order.
starting at midnight. The report is in chronological order.
The display fields are described in the following table.
Field
Description
Start Time
The time the ACD agent state was initiated. Start time is based on the
time the Recording & Statistics server received the ACD agent state
data from Agent Desktop, so that the start time reflects the Recording
& Statistics server time, not the time shown on your PC. Note that if the
Recording & Statistics server and the agent PC are in different time
zones, this is taken into account so that start times display the correct
time zone.
time the Recording & Statistics server received the ACD agent state
data from Agent Desktop, so that the start time reflects the Recording
& Statistics server time, not the time shown on your PC. Note that if the
Recording & Statistics server and the agent PC are in different time
zones, this is taken into account so that start times display the correct
time zone.
Agent State
your ACD 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.
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.
Wrap-up Data
Any wrap-up data you entered, if the agent state you transition to is
Work Ready or Work Not Ready.
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.
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.
Agent Call Log Display
The Agent Call Log Display shows a record of calls made and received over the last seven days by day.
The display fields are described in the following table.
Field
Description
Start Time
Time the call started. Start time is based on the time the Recording &
Statistics service receives the state data from Agent Desktop, so that
the start time reflects the Recording & Statistics service server time,
not the time shown on your PC. Note that if the Recording & Statistics
service server and the agent PC are in different time zones, this is
taken into account.
Statistics service receives the state data from Agent Desktop, so that
the start time reflects the Recording & Statistics service server time,
not the time shown on your PC. Note that if the Recording & Statistics
service server and the agent PC are in different time zones, this is
taken into account.
Direction
Inbound or outbound call.
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