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Agent in Focus Queries
Agent in Focus Queries
Assistance Requested Report
The Assistance Requested report shows all records in which the particular agent
requested assistance from a supervisor. Click on Find Results to display results.
The following items are included in the Assistance Requested report:
Call ID—The identifier of the call record as generated by the ECS/switch.
ACD—The number of the ACD for the call.
Start Time—The start time for the call segment.
Duration—The length of the call.
Agent Talk Time—The talk time for the agent during this call.
Dialed Number—The dialed digits received from the network or ECS/switch.
These digits are often the VDN and/or DNIS for the call.
CentreVu Explorer II Version 1.0 User Guide
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