Appendix B: A Note on ACD Logging

The trace log shows a line-by-line breakdown of what the ACD processor does as it handles each interaction. Support and development groups use the log to troubleshoot ACD systems. In the trace log, you can you can see processes described in this document, such as calculating agent score. In order for the trace log to contain complete information, there are minimum settings that the ACD Specify Interaction Skill tool must contain:

• Minimum Proficiency Level >=1

• Maximum Proficiency Level <= 100

• Weight for Proficiency Level >=1

• Minimum Desire to Use Level >=1

• Maximum Desire to Use Level <= 100

• Weight for Desire to Use >=1

If any of the input fields do not meet the listed requirement (such as being NULL), then the logs generated for ACD interactions do not contain information on agent scoring and normalization.