Руководство Пользователя для Cisco Cisco Agent Desktop 8.5
Cisco Supervisor Desktop User Guide 7.1
24
November 2006
Agent Call Log
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.
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.
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.
Agent ACD State Log
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.
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.
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.
Table 11.
Agent Call Log real-time display data
Column Name
Description
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.
Table 12.
Agent ACD State Log real-time display data
Column Name
Description
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).
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).
State Duration
The length of time the agent was in the agent state.