286 Chapter 10 Data-mining Tools
Agent Set Make Busy This record is produced whenever an extension is placed in the Make Busy state.
A record is not produced when an agent logs out because Set Make Busy is
implied when an agent log out record is received. The extension number is always
the prime line of the ACD extension.
Agent Remove Make
Busy
This is similar to Set Make Busy. No record is produced when the agent logs on.
The remove Make Busy is implied by the log in record. The extension number is
always the prime line of the ACD extension.
Agent Answer ACD This record is produced whenever an agent answers a call that was directed to
the ACD hunt group. The event record contains the Agent ID and extension
number (hunt group pilot number to which the call was placed). The ACD
extension that answered the call can be determined by using the last agent log in
event for that extension. If the ACD set does not have a logged in agent, the
Agent ID area is blank and the extension number is that extension’s prime line.
Agent Answer
Personal
A record of all of the non-ACD hunt group calls are included in this category. The
extension number is always the prime line of the ACD extension that answered.
Agent Make
Outbound
This record is produced whenever an agent originates a call and enters a
conversation. A record is not produced under the following conditions: entering a
feature access code, dialing an invalid number, or hanging up before the called
party answers. An agent extension number is always the prime line of the ACD set
that originated the call.
Agent Idle If work timer is in effect, the Agent Idle record is produced when the work timer
expires or when it is cancelled. If the agent enters Make Busy while work timer is
in effect, an Agent Idle record is produced followed immediately by a set Make
Busy record. A record is not produced to show the end of the call or the start of the
work timer. This entire period is treated as part of the time to process the call.
If work timer is not in effect, the Agent Idle record is produced at the end of a call,
not when the agent hangs up. For example, if the agent presses the HANG-UP
softkey and remains off hook for 5 seconds, the record is produced when the
HANG-UP is pressed, not when the agent actually goes on hook. The extension
number is always the prime line of the ACD set that is now idle.
Agent Work timer Stat This record is produced when an agent terminates an ACD call and the work timer
is started for that agent. If the work timer cannot be started, an idle event record is
produced instead.
Agent Remove Work
timer
This record is produced when the work timer expires for that agent.
Agent Hold Active When an agent places a call on hold, a record is produced. If the agent places
another call or answers a call on a second line, the second call will be recorded
independently of the first.
Agent Hold Retrieve When the held call is retrieved, a record is produced, indicating that the agent is
now busy on that line.
Agent Hold Abandon When the held call is abandoned, a record is produced for that line.
Table 10-1: Agent events criteria
Agent events Description