ACD Inspector searches through raw data obtained from the ACD routing system, for agent (ACD path only) and queue (ACD paths and Ring Groups) 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 ACD routing system data.
ACD Inspector Ring Group support extends to queue events only. Ring Group member (extension) events are not supported. Agent events, date events, and exception events do not apply to Ring Group data.