ACD Inspector 285
Agent events
The Agent events criteria are listed and automatically selected.
Idle event modifiers
The idle event modifier check boxes provide additional agent event searches. You can select one or more
check boxes to include records for agents who are in the following states: unknown, idle, DND, Make Busy,
and both DND and Make Busy.
NOTE: When conducting a search, if you accept the default settings the search output will contain all of the
event records. You can clear check boxes to narrow down your search.
ACD queue
The ACD queue specifies the queue to which your agent belongs. For example, if the agent belongs to Tech
Support, then you specify the Tech support queue. The agent’s queue is specified in
YourSite=>Configuration=>Queue. When you enter an ACD queue number and an agent number (in the
Agent ID box), the search results contain records for all of the calls the agent receives from the queue.
Table 10-1 describes the ACD information provided by the Agent events tab.
Table 10-1: Agent events criteria
Agent events Description
Agent Login This record is produced whenever an agent successfully logs on.
Agent Logout This record is produced whenever an agent successfully logs off. If agent A is
currently logged on extension X and agent B logs on to extension X, a log off
record is automatically produced for A. This is followed by the log on record for B.
Make Busy is automatically enabled on the extension when the agent logs out. No
remove Make Busy record is produced. The extension number is the prime line of
the ACD set which an agent is logged on.
Agent Set Do Not
Disturb
A record is not produced when a hunt group is placed in DND. The records do not
differentiate between setting DND locally and remotely. The extension number
reported is always the prime line of the ACD extension. A set DND record will be
produced for the following conditions:
• Setting DND locally by using the DND access code
• Setting DND remotely by using the remote DND access code
• Setting DND remotely by using the attendant console features key
• Setting DND locally on a SUPERSET 4 telephone by pressing the select
features hardkey and dialing the digit 2 or setting it on a SUPERSET
4DN or SUPERSET 430 telephone by pressing the Do Not Disturb
Feature Key
Agent Remove Do
Not Disturb
The extension number is always the prime line of the ACD extension. A clear DND
record will be produced for the following conditions:
• Clearing DND locally by using an access code
• Clearing DND remotely by using the Cancel Remote DND access code
• Clearing DND remotely by using the attendant console feature key
• Clearing DND by using the Cancel All Features access code
• Clearing DND by using the Cancel All DND feature on the attendant
console
• Agent logging in on an extension in DND