ITAgent interface (tapi3.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 ITAgent::CreateSession method (tapi3.h) creates a new agent session for the input ACD group and address.
ITAgent::CreateSessionWithPIN

The ITAgent::CreateSessionWithPIN method (tapi3.h) creates a new agent session for the input ACD group and address, with Personal Identification Number (PIN).
ITAgent::EnumerateAgentSessions

The ITAgent::EnumerateAgentSessions method (tapi3.h) enumerates the current agent sessions.
ITAgent::get_AgentSessions

The ITAgent::get_AgentSessions method (tapi3.h) creates a collection of current agent sessions.
ITAgent::get_ID

The ITAgent::get_ID method (tapi3.h) gets an agent's ID.
ITAgent::get_MeasurementPeriod

The get_MeasurementPeriod method (tapi3.h) gets the measurement period for which the switch and/or implementation stores and calculates information.
ITAgent::get_NumberOfACDCalls

The get_NumberOfACDCalls method (tapi3.h) gets the number of ACD calls handled by this agent across all sessions.
ITAgent::get_NumberOfIncomingCalls

The get_NumberOfIncomingCalls method (tapi3.h) gets the number of incoming non-ACD calls handled by this agent.
ITAgent::get_NumberOfOutgoingCalls

The get_NumberOfOutgoingCalls method (tapi3.h) gets the number of outgoing non-ACD calls handled by this agent.
ITAgent::get_OverallCallRate

The get_OverallCallRate method (tapi3.h) gets an agent's call rate across all sessions.
ITAgent::get_State

The get_State method (tapi3.h) gets the state of an agent session.
ITAgent::get_TotalACDCallTime

The get_TotalACDCallTime method (tapi3.h) gets the number of seconds spent on ACD calls by this agent (across all sessions).
ITAgent::get_TotalACDTalkTime

The get_TotalACDTalkTime method (tapi3.h) gets the number of seconds spent talking in ACD calls by this agent (across all sessions).
ITAgent::get_TotalWrapUpTime

The get_TotalWrapUpTime method (tapi3.h) 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 (tapi3.h) 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 (tapi3.h) sets the period (in seconds) for which the switch and/or implementation stores and calculates information.
ITAgent::put_State

The put_State method (tapi3.h) sets the state of an agent session.

Requirements

   
Target Platform Windows
Header tapi3.h (include Tapi3.h)

See also

About Call Center Controls

IDispatch