Filter
Top Products
290 Chapter 10 Data-mining Tools
Exception records
Collector Service tags telephone system records that contain errors with an E (telephone system 1) or e
(telephone system 2). Under Exception records, you select the Error records check box to include these
records in the search output.
Collector Service writes a log record to the data stream upon start up. It tags the log record with an I to
indicate it is an information record. You select the Information records check box to include log records in the
search output. ACD Inspector displays the error and information search result records on the Exception
records tab.
In contact centers that have two telephone systems, Collector Service tags records from the second
telephone system with an S. You specify the Com ports used by your telephone systems on the Data
collection tab of YourSite Configuration.
Output record count
The Output record count specifies the maximum number of rows of records to display.
Figure 10-3 ACD search criteria - Option events tab
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.
You can run an Agent events search to find all of the records of when agent 2005 was on ACD and used Set
Make Busy.