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284 Chapter 10 Data-mining Tools
Agent events criteria for searches
NOTE: When conducting a search, if you accept the default settings—all check boxes—the search output will
contain all of the event records. You can clear check boxes to narrow down your search. For example, if you
clear all of the agent states except for the Agent login and Agent logout check boxes, the agent event search
output will include log on and log off event records only.
When you click Tools=>Data mining=>ACD Inspector, the Agent events tab opens. It displays the agent event
criteria used in the search. (See Figure 10-1.)
Figure 10-1 ACD Inspector main window - Agent events tab
The Agent events tab has the following search criteria:
Agent information
The Agent information boxes specify the agent’s ID and extension number, and line numbers for one or more
telephone lines to which the agent connects. You can search for agent information records for a particular
agent, or for all of the agents. The agent information specifies the Agent ID for the media server you have
already selected. For example, if you selected the media server Phone, ensure you select the Agent Login ID
for the media server Phone. It is specified in YourSite=>Configuration=>Agent Login=>Agent Login.