Running agent events searches

Note:

When you run a search on Agent Answer ACD, type the Agent ID but do not type the agent’s extension. Once answered, an ACD call is not pegged as an extension but is pegged as ACD. You will get no data if you type the agent’s extension.

The following procedure describes how to run an Agent events search to find all of the records of when agent 2005 was on ACD and used Set Make Busy.

To run an Agent events search
  1. In Contact Center Client, click Tools > Inspectors > ACD Inspector.

    TheAgent events tab of the ACD Inspector criteria tab opens.

  2. Click Select dates and select March 3, 2004 to March 5, 2004.
  3. Under Select media servers, Phone is preselected.
    Note:

    When you run a search on Agent answer ACD, type the Agent ID but do not type the agent’s extension. Once answered, an ACD call is not pegged as an extension but is pegged as ACD. You will get no data if you type the agent’s extension

  4. You can find the Agent ID by selecting YourSite > Configuration > Agent login > Agent login. The Agent ID is located under the Agent login ID heading. Ensure you select the Agent ID associated with the Phone media server.
  5. Under Agent information, type the Agent ID, 2005.
  6. Under Agent events, if you are not selecting all events, clear Select all.
  7. Select the Agent event(s) you want to search on, in this case, Agent answer ACD, Set Make Busy, and Remove Make Busy.
  8. You can leave the ACD queue blank.
  9. Click Start search.

    The ACD Inspector results - Agent events tab opens.

Parent topic: ACD Inspector