ACD Inspector 283
Data Mining
The data-mining tools comprise
• ACD Inspector
ACD Inspector searches for agent and ACD queue event records.
• SMDR Inspector
SMDR Inspector searches through SMDR data to find specific contact center events.
• Auditor
Using Auditor you can view the historical real-time events that occurred on a particular date, in the
sequence they occurred, at your own pace.
NOTE: For ACD Inspector and SMDR Inspector to function effectively when using Internet Explorer 8 as your
browser, you must add Contact Center Management to the Internet Explorer Trusted Sites category and set
the Internet security to medium. See "Starting Contact Center Management on the Enterprise Server or on a
client computer" in the Contact Center Management Installation Guide.

ACD Inspector

ACD Inspector searches through telephone data obtained from the telephone system, for agent and ACD
queue event records. For example, using ACD Inspector, you can find the exact time an agent logs off at
lunch. You can run a search and examine the activities of individual agents or all of the agents in a particular
agent group or customer service queue during that time interval. You can also search on specific agent states
and other parameters, such as the number of calls waiting and the number of active agents. The search
follows a wild card format. Your specifications do not have to be exact. You can make the search as inclusive
or exclusive as you wish. The results are placed in an easy-to-interpret grid that can be printed or saved to
file. You can verify that your reports are valid by conducting searches against raw telephone system data.
There are four types of search result tabs:
• Agent events
• Queue events
• Date events
• Exception events

Running searches in ACD Inspector

NOTE: When you program the telephone system with a path number such as six, you enter this number in the
YourSite database as queue reporting number P006 (for the SX-2000). When you run searches on queues in
ACD Inspector, be sure to include a P preceding the queue number.
When you run a search, ACD Inspector searches through the raw telephone system data on the local hard
drive. Each search requires the following information:
Select dates/Delete dates
The Select dates button specifies the date range within which you want to search. The Delete dates button
deletes days within the range you selected. The date is displayed month first, then day, then year.
Select media servers
The Select media servers check boxes specify the origin of the data used in the search. Currently you can
search on telephone activity only. In the future, you will be able to search on email, chat, and fax activity.
In addition to the date and media server parameters, the ACD Inspector has the following search criteria tabs:
• Agent events
• Queue events
• Option events
You can use the Reset criteria button to reset all of the search parameters to their default settings.