ACD Inspector 287
Agent Answer
Remote ACD
When an agent answers a remote ACD call, a record is produced. When you have
networked ACD (more than one telephone system networked together), local calls
are calls routed through the same telephone system that the agent’s extension is
located, remote calls are calls routed through the other telephone system.
Agent Ringing ACD This record is produced when the telephone rings with an ACD call.
Interactive Contact
Center Queue Set
DND Request
This record is produced when the agent set the queue in DND.
Interactive Contact
Center Queue Set
DND
A record is produced when the supervisor puts a queue in DND and when the
Contact Center Management system puts a queue in DND. In
YourSite=>Configuration=>Queue, on the Business Hours tab, you set the hours
of operation for the business. The Contact Center Management system reads
these hours of operation and will put this queue in DND during off hours.
Interactive Contact
Center Queue
Remove DND
Request
This record is produced when the agent removed the queue from DND.
Interactive Contact
Center Queue
Remove DND
A record is produced when the supervisor removes the queue from DND and
when the Contact Center Management system removes the queue from DND. In
YourSite=>Configuration=>Queue, on the Business Hours tab, you set the hours
of operation for the business. The Contact Center Management system reads
these hours of operation and will remove this queue from DND during business
hours.
Interactive Contact
Center Agent Login
Request
This record is produced when the agent logged on.
Interactive Contact
Center Agent Login
This record is produced when the supervisor logged on the agent.
Interactive Contact
Center Agent Logout
Request
This record is produced when the agent logged off.
Interactive Contact
Center Agent Logout
This record is produced when the supervisor logged off the agent.
Interactive Contact
Center Set MKB with
Reason Code
Request
This record is produced when the agent sets himself as Make Busy.
Interactive Contact
Center Set MKB with
Reason Code
This record is produced when the supervisor sets the agent in Make Busy.
Interactive Contact
Center Remove MKB
Request
This record is produced when the agent sets himself in Make Busy.
Table 10-1: Agent events criteria
Agent events Description