Cisco Cisco Agent Desktop 10.5 ユーザーガイド
Cisco Supervisor Desktop User Guide
32
March 25, 2013
NOTE: Agent events that occur within the same second might be
displayed out of order. For example, when an agent logs in, that
agent's states might display the Not Ready state before the Login
state.
displayed out of order. For example, when an agent logs in, that
agent's states might display the Not Ready state before the Login
state.
The data in the report must be refreshed manually by clicking the Refresh button on
the toolbar.
the toolbar.
lists the fields in the Agent ACD State Log Display.
Agent Active Call
The Agent Active Call Display (
) is available when you select an active call
under a specific agent’s name in the Agents tree.
Table 17.
Agent ACD State Log Display data
Field
Description
State Start Time
The time the agent state was initiated.
Agent State
The last agent state written to the log is actually the previous
agent state that the agent was in. In order to calculate State
Duration, the agent’s current state cannot be written to the log
until the agent transitions to the next agent state.
agent state that the agent was in. In order to calculate State
Duration, the agent’s current state cannot be written to the log
until the agent transitions to the next agent state.
Wrap-up Data
Any wrap-up data the agent entered, if the agent state
transitioned to is After Call Work (Work Ready or Work Not
Ready).
transitioned to is After Call Work (Work Ready or Work Not
Ready).
Reason Code
Any reason code the agent entered, if the agent state
transitioned to is Not Ready or Logout (if required).
transitioned to is Not Ready or Logout (if required).
State Duration
The length of time the agent was in the agent state.
Figure 17.
Agent Active Call Display