Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Agent Call Log real-time display is available when you select the Logs node 
underneath a specific agent’s name in the Agents tree. 

This display presents a history of the calls made and received by the agent 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 Agent ACD State Log real-time display is available when you select the Logs 
node underneath a 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.

Start Time

The time the call was answered.

Direction

Inbound or outbound call.

Answered

(Yes/No) Answered or unanswered call.

Calling Party

The originating phone number.

Called Party

The recipient phone number.

Call Duration

The length of the call.

State Start Time

The time the agent state was initiated.

Agent State

The ACD 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).

Reason Code

Any reason code the agent entered, if the agent state 
transitioned to is Not Ready or Logout (if required).

State Duration

The length of time the agent was in the agent state.