Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
56
September 2011
Agent Call Log Display
The Agent Call Log Display (
) shows a record of calls made and received over
the last seven days, by day.
describes the fields that are listed in the Agent Call Log Display.
Figure 24.
Agent Call Log Display
Table 16.
Agent Call Log Display field descriptions
Field
Description
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.
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.
talk time + hold time. For outbound calls, call duration = dialtone +
ringback + talk time + hold time.