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:

IEnumAgent::Next

ITAgentEvent::get_Agent

ITAgentHandler::CreateAgent

See About Call Center Controls for additional information.

Inheritance

The ITAgent interface inherits from the IDispatch interface. ITAgent also has these types of members:

Methods

The ITAgent interface has these methods.

 
ITAgent::CreateSession

The CreateSession method creates a new agent session for the input ACD group and address.
ITAgent::CreateSessionWithPIN

The CreateSessionWithPIN method creates a new agent session for the input ACD group and address, with Personal Identification Number (PIN).
ITAgent::EnumerateAgentSessions

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.
ITAgent::get_AgentSessions

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.
ITAgent::get_ID

The get_ID method gets an agent's ID.
ITAgent::get_MeasurementPeriod

The get_MeasurementPeriod method gets the measurement period (in seconds) for which the switch and/or implementation stores and calculates information.
ITAgent::get_NumberOfACDCalls

The get_NumberOfACDCalls method gets the number of ACD calls handled by this agent across all sessions.
ITAgent::get_NumberOfIncomingCalls

The get_NumberOfIncomingCalls method gets the number of incoming non-ACD calls handled by this agent.
ITAgent::get_NumberOfOutgoingCalls

The get_NumberOfOutgoingCalls method gets the number of outgoing non-ACD calls handled during by this agent.
ITAgent::get_OverallCallRate

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).
ITAgent::get_State

The get_State method gets the state of an agent session.
ITAgent::get_TotalACDCallTime

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.
ITAgent::get_TotalACDTalkTime

The get_TotalACDTalkTime gets the number of seconds spent talking in ACD calls by this agent (across all sessions).
ITAgent::get_TotalWrapUpTime

The get_TotalWrapUpTime method gets the number of seconds spent on ACD call wrap-up (after-call work) by this agent (across all sessions).
ITAgent::get_User

The get_User method gets the agent user name, which is the same as the operating system user login or e-mail name.
ITAgent::put_MeasurementPeriod

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.
ITAgent::put_State

The put_State method sets the state of an agent session.

Requirements

   
Target Platform Windows
Header tapi3cc.h (include Tapi3.h)

See also

About Call Center Controls

IDispatch