Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Real Time Displays
March 25, 2013
31
Agent ACD State Log
The Agent ACD State Log Display is available when you select the Logs node under a
specific agent’s name in the Agents tree (
specific agent’s name in the Agents tree (
).
This display presents a history of the ACD states the agent transitioned through during
the current session. By default, the data displayed is sorted in ascending order by time
of day. The data in the report must be refreshed manually by clicking the Refresh
button on the toolbar.
the current session. By default, the data displayed is sorted in ascending order by time
of day. The data in the report must be refreshed manually by clicking the Refresh
button on the toolbar.
Figure 16.
Agent ACD State Log Display
Table 17.
Agent ACD State Log Display data
Name
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).