Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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 the Agent Call Log Display.

The Agent Call Log Display for the current day is shown. You can update the 
information for the current day by clicking the Refresh button.

3. If you want to see a log from one of the previous 6 days, select the day from 

the Dates field. 

The log from the selected day is shown.

The Agent ACD State Log Display (see 

) shows a record of all ACD server 

state transitions for the current day. The log is in chronological order.

Start Time

The time the call started. Start time is based on the time 
the Recording & Statistics service receives the 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.

Direction

Inbound or outbound call.

Answered

Yes/No. Was the call answered?

Calling Party

The number of the phone that made the call.

Called Party

The number of the phone that received the call.

Call Duration

The length of the call. For inbound calls, call duration = 
ring time + talk time + hold time. For outbound calls, call 
duration = dialtone + ringback + talk time + hold time.