LINEAGENTSESSIONINFO

The LINEAGENTSESSIONINFO structure contains information about the ACD agent session. The lineGetAgentSessionInfo function returns the LINEAGENTSESSIONINFO structure.

typedef struct lineagentsessioninfo_tag {
  DWORD  dwTotalSize;
  DWORD  dwNeededSize;
  DWORD  dwUsedSize;
  DWORD  dwAgentSessionState;
  DWORD  dwNextAgentSessionState;
  DATE   dateSessionStartTime;
  DWORD  dwSessionDuration; 
  DWORD  dwNumberOfCalls;
  DWORD  dwTotalTalkTime;
  DWORD  dwAverageTalkTime;
  DWORD  dwTotalCallTime;
  DWORD  dwAverageCallTime;
  DWORD  dwTotalWrapUpTime;
  DWORD  dwAverageWrapUpTime;
  CURRENCY  cyACDCallRate;
  DWORD  dwLongestTimeToAnswer;
  DWORD  dwAverageTimeToAnswer;

} LINEAGENTSESSIONINFO, *LPLINEAGENTSESSIONINFO;

Members

dwTotalSize

The total size, in bytes, allocated to this structure.

dwNeededSize

The size, in bytes, needed to hold all the information requested.

dwUsedSize

The size, in bytes, of the portion of this structure that contains useful information.

dwAgentSessionState

dwNextAgentSessionState

These members use LINEAGENTSESSIONSTATE_ constants.

dateSessionStartTime

Time session was created.

dwSessionDuration

The duration of the agent session in seconds. Active period only; timing stops when a session enters the ASST_SESSION_ENDED state.

dwNumberOfCalls

The number of ACD calls handled during this agent session by this agent.

dwTotalTalkTime

The number of seconds spent talking in ACD calls during this agent session by this agent.

dwAverageTalkTime

The average time (in seconds) spent talking for each ACD call, during this agent session by this agent.

dwTotalCallTime

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

The average time (in seconds) spent for each ACD call during this agent session. Includes time on the phone plus wrap-up time.

dwTotalWrapUpTime

The number of seconds spent on ACD call wrap-up (after-call work) during this agent session by this agent.

dwAverageWrapUpTime

The average time (in seconds) for each ACD call spent in wrap-up (after-call work) during this agent session

cyACDCallRate

The call rate for each agent session. This is a fixed-point decimal number.

dwLongestTimeToAnswer

The longest time (in seconds) a call was waiting to be answered.

dwAverageTimeToAnswer

The average time (in seconds) calls waited to be answered.

Requirements

  Windows NT/2000: Requires Windows 2000.
  Windows 95/98: Unsupported.
  Version: Requires TAPI 2.2 or later.
  Header: Declared in Tapi.h.

See Also

About TAPI 3.0 Call Center Controls, lineGetAgentSessionInfo