LINEAGENTINFO structure (tapi.h)

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

Syntax

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

Total size allocated to this structure including the null terminator, in bytes.

dwNeededSize

Size needed to hold all the information requested, in bytes.

dwUsedSize

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

dwAgentState

Must be one of the LINEAGENTSTATEEX_ constants.

dwNextAgentState

Must be one of the LINEAGENTSTATEEX_ constants.

dwMeasurementPeriod

Period for which the switch or implementation stores and calculates information, in seconds. 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

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

Number of ACD calls handled by this agent across all sessions.

dwNumberOfIncomingCalls

Number of incoming non-ACD calls handled by this agent.

dwNumberOfOutgoingCalls

Number of outgoing non-ACD calls handled by this agent.

dwTotalACDTalkTime

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

dwTotalACDCallTime

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

dwTotalACDWrapUpTime

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

Requirements

Requirement	Value
Header	tapi.h

See also

About Call Center Controls

lineGetAgentInfo