Real Time Events (RTE) records show the activity of the ACD 2000 system. Call events report individual ACD 2000 agent activities, and group statistics provide a cumulative report on path and agent skill group congestion. The Distributor system does not generate real time events for agent skill groups programmed as remote agent subgroups.
Real Time Events are generated for paths with remote agent groups, but statistics are not available from the Answer Point system for the paths on the Distributor system.
Two new fields for captured statistics are added to the remote agent skill group at the Answer Point system. If Networked ACD is not selected, these fields remain blank. The fields and their format are:
Number of Remote Calls Waiting (000 - 999) in columns 24 - 26
Longest Remote Call Wait Time (MMSS) in columns 27 - 30.
At the Answer Point system, the following two fields have changed names:
Number of Local Calls Waiting (000 - 999) in columns 14 - 16
Longest Local Call Wait Time (MMSS) in columns 20 - 23.
The following Answer Remote ACD 2000 Call event is generated whenever an agent at an Answer Point system answers a call originating from a Distributor system:
the function code (column 4) is "S"
the path number field is increased to 14 digits (columns 11 -24) and replaces the directory number.