LINEAGENTSESSIONINFO structure (tapi.h)

The LINEAGENTSESSIONINFO structure contains information about the ACD agent session. The lineGetAgentSessionInfo function returns the LINEAGENTSESSIONINFO structure.

Syntax

typedef struct lineagentsessioninfo_tag {
  DWORD    dwTotalSize;
  DWORD    dwNeededSize;
  DWORD    dwUsedSize;
  DWORD    dwAgentSessionState;
  DWORD    dwNextAgentSessionState;
  DATE     dateSessionStartTime;
  DWORD    dwSessionDuration;
  DWORD    dwNumberOfCalls;
  DWORD    dwTotalTalkTime;
  DWORD    dwAverageTalkTime;
  DWORD    dwTotalCallTime;
  DWORD    dwAverageCallTime;
  DWORD    dwTotalWrapUpTime;
  DWORD    dwAverageWrapUpTime;
  CURRENCY cyACDCallRate;
  DWORD    dwLongestTimeToAnswer;
  DWORD    dwAverageTimeToAnswer;
} LINEAGENTSESSIONINFO, *LPLINEAGENTSESSIONINFO;

Members

dwTotalSize

Total size allocated to this structure, 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.

dwAgentSessionState

One of the LINEAGENTSESSIONSTATE_ constants.

dwNextAgentSessionState

One of the LINEAGENTSESSIONSTATE_ constants.

dateSessionStartTime

Time session was created.

dwSessionDuration

Duration of the agent session in seconds. Active period only; timing stops when a session enters the ASST_SESSION_ENDED state.

dwNumberOfCalls

Number of ACD calls handled during this agent session by this agent.

dwTotalTalkTime

Number of seconds spent talking in ACD calls during this agent session by this agent.

dwAverageTalkTime

Average time spent talking for each ACD call during this agent session by this agent, in seconds.

dwTotalCallTime

Number of seconds spent on ACD calls during this agent session by this agent. It includes time on the phone plus wrap-up time.

dwAverageCallTime

Average time spent for each ACD call during this agent session, in seconds. Includes time on the phone plus wrap-up time.

dwTotalWrapUpTime

Number of seconds spent on ACD call wrap-up (after-call work) during this agent session by this agent.

dwAverageWrapUpTime

Average time for each ACD call spent in wrap-up (after-call work) during this agent session, in seconds.

cyACDCallRate

Call rate for each agent session. This is a fixed-point decimal number.

dwLongestTimeToAnswer

Longest time a call was waiting to be answered, in seconds.

dwAverageTimeToAnswer

Average time calls waited to be answered, in seconds.

Requirements

See also

About Call Center Controls

lineGetAgentSessionInfo