294 Chapter 10 Data-mining Tools
To run a Queue events search
1. Click Tools=>Datamining=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click the Queue events tab.
3. Click Select dates and select March 1, 2003 and March 4, 2003.
4. Under Select media servers, Phone is preselected.
5. Under Queue information, type the ACD Queue, p280.
6. Under Queue event, select Queue stats.
7. Under Agent information, type 0-2 agents.
In this example, you want to know when you have only two agents scheduled to answer the queue.
8. Under Calls waiting setting, select 0-999 Local calls waiting.
In this example, you want to know the number of calls waiting on the telephone system to which your
agent is connected. If you have only one telephone system, you do not have any remote calls waiting.
9. Under Longest waiting settings, select 1-3 minutes.
In this example, you want to know the number of local calls that waited between 1-3 minutes. You
think waiting up to a minute is acceptable, so you did not search for calls less than a minute. If you
have only one telephone system, you do not search for the remote longest waiting.
10. Click Start search.
The ACD Inspector results - Agent events tab opens.
11. Click the Queue events tab.
Queue events search results
The Queue events tab displays the number of calls that waited between one and three minutes (one call),
when there were a maximum of two agents available, for the dates selected, for queue 280. (See Figure 10-
6.)

Figure 10-6 ACD search results - Queue events tab