LINEAGENTINFO

The LINEAGENTINFO structure contains information about an ACD agent. The lineGetAgentInfo function returns the LINEAGENTINFO structure.

typedef struct lineagentinfo_tag {
  DWORD  dwTotalSize;
  DWORD  dwNeededSize;
  DWORD  dwUsedSize;
  DWORD  dwAgentState;
  DWORD  dwNextAgentState;
  DWORD  dwMeasurementPeriod;
  CURRENCY  cyOverallCallRate;
  DWORD  dwNumberOfACDCalls;
  DWORD  dwNumberOfIncomingCalls;
  DWORD  dwNumberOfOutgoingCalls;
  DWORD  dwTotalACDTalkTime;
  DWORD  dwTotalACDCallTime;
  DWORD  dwTotalACDWrapUpTime;

} LINEAGENTINFO, *LPLINEAGENTINFO;

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.

dwAgentState

dwNextAgentState

Must be one of the LINEAGENTSTATEEX_ constants.

dwMeasurementPeriod

The period (in seconds) for which the switch or implementation stores and calculates information. For example, dwNumberOfACDCalls holds the number of calls the agent handled; dwMeasurementPeriod indicates if this value referenced the calls handed in the last hour, day, or month.

cyOverallCallRate

The agent's call rate (calls per agent hour—where agent hour represents the time that an agent was active in one or more agent sessions) across all agent sessions. This is a fixed-point decimal number.

dwNumberOfACDCalls

The number of ACD calls handled by this agent across all sessions.

dwNumberOfIncomingCalls

The number of incoming non-ACD calls handled by this agent.

dwNumberOfOutgoingCalls

The number of outgoing non-ACD calls handled by this agent.

dwTotalACDTalkTime

The number of seconds spent talking in ACD calls by this agent across all sessions.

dwTotalACDCallTime

The number of seconds spent on ACD calls by this agent (across all sessions). Includes the time on phone plus wrap-up time.

dwTotalACDWrapUpTime

The number of seconds spent on ACD call wrap-up (after call work) by this agent across all sessions.

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, lineGetAgentInfo