2.2.6.16 LINEAGENTSESSIONINFO
The LINEAGENTSESSIONINFO packet contains information about the ACD agent session.
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dwTotalSize |
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dwNeededSize |
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dwUsedSize |
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dwAgentSessionState |
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dwNextAgentSessionState |
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dateSessionStartTime |
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dwSessionDuration |
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dwNumberOfCalls |
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dwTotalTalkTime |
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dwAverageTalkTime |
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dwTotalCallTime |
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dwAverageCallTime |
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dwTotalWrapUpTime |
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dwAverageWrapUpTime |
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cyACDCallRate |
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dwLongestTimeToAnswer |
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dwAverageTimeToAnswer |
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dwTotalSize (4 bytes): An unsigned 32-bit integer. The total size, in bytes, allocated to this packet.
dwNeededSize (4 bytes): An unsigned 32-bit integer. The size, in bytes, needed to hold all the information requested.
dwUsedSize (4 bytes): An unsigned 32-bit integer. The size, in bytes, of the portion of this packet that contains useful information.
dwAgentSessionState (4 bytes): An unsigned 32-bit integer. MUST be one of the LINEAGENTSESSIONSTATE_Constants.
dwNextAgentSessionState (4 bytes): An unsigned 32-bit integer. MUST be one of the LINEAGENTSESSIONSTATE_Constants.
dateSessionStartTime (4 bytes): An unsigned 32-bit integer. The time the session was created.
dwSessionDuration (4 bytes): An unsigned 32-bit integer. The duration of the agent session, in seconds. The active period only; timing stops when a session enters the ASST_SESSION_ENDED state.
dwNumberOfCalls (4 bytes): An unsigned 32-bit integer. The number of ACD calls handled during this agent session by this agent.
dwTotalTalkTime (4 bytes): An unsigned 32-bit integer. The number of seconds spent talking in ACD calls during this agent session by this agent.
dwAverageTalkTime (4 bytes): An unsigned 32-bit integer. The average time, in seconds, spent talking for each ACD call during this agent session by this agent.
dwTotalCallTime (4 bytes): An unsigned 32-bit integer. The number of seconds spent on ACD calls during this agent session by this agent. It includes time on the phone plus wrap-up time.
dwAverageCallTime (4 bytes): An unsigned 32-bit integer. The average time, in seconds, spent for each ACD call during this agent session. Includes time on the phone plus wrap-up time.
dwTotalWrapUpTime (4 bytes): An unsigned 32-bit integer. The number of seconds spent on ACD call wrap-up (after-call work) during this agent session by this agent.
dwAverageWrapUpTime (4 bytes): An unsigned 32-bit integer. The average time, in seconds, for each ACD call spent in wrap-up (after-call work) during this agent session.
cyACDCallRate (4 bytes): An unsigned 32-bit integer. The call rate for each agent session. This is a fixed-point decimal number.
dwLongestTimeToAnswer (4 bytes): An unsigned 32-bit integer. The longest time, in seconds, that calls waited to be answered.
dwAverageTimeToAnswer (4 bytes): An unsigned 32-bit integer. The average time, in seconds, that calls waited to be answered.