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Reports and Displays Guide
577
March 2005
Agent state tracking
Pegging of agent state
Introduction
This section shows how agent state is pegged in reports for several different
Incalls and DN key statuses.
If the agent key status is
Agent time is pegged against the
following states:
Incalls key
DN key
ACD/NACD talk
time
Hold time
Incoming DN calls talk t
ime
No
t re
ady
time
O
u
tgoing DN calls talk time
Ring time
Ta
lk
Tim
e
Wai
ting tim
e
Wal
kaway time
no call present
no call present
•
no call present
incoming DN call
active
•
no call present
incoming DN call on
hold
•
no call present
outgoing DN call
active
•
no call present
outgoing DN call on
hold
•
no call present
incoming DN call
ringing
•
no call present
DN key pressed
Содержание Express Call Center
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