Pegging Of Agent State - Nortel Express Call Center User Manual

March 2005

Pegging of agent state

Introduction
This section shows how agent state is pegged in reports for several different
Incalls and DN key statuses.
If the agent key status is
Incalls key
no call present
no call present
no call present
no call present
no call present
no call present
no call present
Reports and Displays Guide
DN key
no call present
incoming DN call
active
incoming DN call on
hold
outgoing DN call
active
outgoing DN call on
hold
incoming DN call
ringing
DN key pressed
Agent time is pegged against the
following states:
•
•
Agent state tracking
•
•
•
•
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