ITAgent interface (tapi3cc.h)
Agents are the heart of a call center. They are responsible for receiving and processing incoming calls and, at times, making outgoing calls to customers or prospects. The following methods create the ITAgent interface:
See About Call Center Controls for additional information.
The ITAgent interface inherits from the IDispatch interface. ITAgent also has these types of members:
The ITAgent interface has these methods.
The CreateSession method creates a new agent session for the input ACD group and address.
The CreateSessionWithPIN method creates a new agent session for the input ACD group and address, with Personal Identification Number (PIN).
The EnumerateAgentSessions method enumerates the current agent sessions. This method is provided for C and C++ applications. Automation client applications, such as those written in Visual Basic, must use the get_AgentSessions method.
The get_AgentSessions method creates a collection of current agent sessions. This method is provided for Automation client applications, such as those written in Visual Basic. C and C++ applications must use the EnumerateAgentSessions method.
The get_ID method gets an agent's ID.
The get_MeasurementPeriod method gets the measurement period (in seconds) for which the switch and/or implementation stores and calculates information.
The get_NumberOfACDCalls method gets the number of ACD calls handled by this agent across all sessions.
The get_NumberOfIncomingCalls method gets the number of incoming non-ACD calls handled by this agent.
The get_NumberOfOutgoingCalls method gets the number of outgoing non-ACD calls handled during by this agent.
The get_OverallCallRate method gets an agent's call rate across all sessions. 10 *Calls per agent hour (where agent hour represents the time that an agent was active in one or more agent sessions).
The get_State method gets the state of an agent session.
The get_TotalACDCallTime gets the number of seconds spent on ACD calls by this agent (across all sessions). This value includes the time spent on the phone plus wrap-up time.
The get_TotalACDTalkTime gets the number of seconds spent talking in ACD calls by this agent (across all sessions).
The get_TotalWrapUpTime method gets the number of seconds spent on ACD call wrap-up (after-call work) by this agent (across all sessions).
The get_User method gets the agent user name, which is the same as the operating system user login or e-mail name.
The put_MeasurementPeriod method sets the period (in seconds) for which the switch and/or implementation stores and calculates information. This also resets any cumulative counts to zero.
The put_State method sets the state of an agent session.
|Header||tapi3cc.h (include Tapi3.h)|