Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent Real Time Displays
September 2011
53
Agent ACD State Log Display
The Agent ACD State Log Display (
) shows a record of all ACD server state
transitions for the current day. The log is in chronological order.
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.
Wrap-up Data
Any wrap-up data you entered, if the agent state you transition to
is Work Ready or Work Not Ready.
is Work Ready or Work Not Ready.