Agent Activity Report - Help needed with interpretation

[p26974]

Rockwell Enterprise

Agent Activity Report

In the 'Notes' column, one statement suggests 'Continue'. Can anyone verify what this means, in terms of what the Agent has done?

Also, in the 'Activity' column of the same report, there is a record marked 'Call_cont'. Is this related to Continue as per above, and either way, can someone confirm what Call_cont means??

 

[Sirgordo]

First off this section is for Aspect related items however for the Rockwell the report codes you are referring to are the following. The Continue refers to the value of the field aa_notes_text in the aa table (Agent Activity) It is a formula value that allows notes to appear and in this case the value was 6 = Continue. The other values that can appear here are the following;

0 - No Disposition
1 - Agent Release
2 - System Release
3 - Unavailable
4 - Auto sign-out
5 - Agent sign-out
6 - Continue
7 - Port aborted
8 - Call transfer
9 - Host released
10 - Auto sign-in/out
11 - Break
12 - Lunch
13 - End Duty
14 - Personal
15 - Meeting
16 - Training