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ACD Processing Sample Log

08:17:44.762[122]Acd:Acd.cpp(848):EICDingoAdmin skills: 19.333333 * 1.000000 = 19.333333 [19.333333]

08:17:44.762[122]Acd:Acd.cpp(854):EICDingoAdmin cost: 0.000000 * 1.000000 = 0.000000 [19.333333]

08:17:44.762[122]Acd:Acd.cpp(933):GeorgeJ EIC level: 19 * 1.000000 = 19.000000 [19.000000] for item 88900005

08:17:44.762[122]Acd:Acd.cpp(943):GeorgeJ EIC desire: 20 * 2.000000 = 40.000000 [59.000000] for item 88900005

08:17:44.762[122]Acd:Acd.cpp(950):skill score 59.000000 normalized to 19.666667

08:17:44.762[122]Acd:Acd.cpp(848):GeorgeJ skills: 19.666667 * 1.000000 = 19.666667 [19.666667]

Each line breaks down as follows:

  • Time of the trace. The time stamp taken from the server at the time the trace is made.

  • The thread that made the trace message. This number has no real meaning in ACD logging as the ACD server is single-threaded.

  • The line of source code that made the trace call. Identifies the specific location in the code that created this line in the trace log.

  • The name of the agent. This section of the log contains the ID of the agent or workgroup whose skill, desire, cost, and so on, is evaluated.

  • The variable being calculated. This could be skill, desire to use, level, or cost. In this example, skill is being calculated.

  • The final score of the skills evaluation. This calculations that generated this number should appear in previous lines in the trace log.

  • Weight. This is the weight assigned to the agent or workgroup’s skill, level, or desire to use in Interaction Administrator. In the example, this is the weight given to the agent’s skill.

  • The result of the multiplication. The rating for the agent or workgroup’s skill, level, or desire to use multiplied by the appropriate weight.

  • The running total for this agent/interaction score. The agent or interaction's current score, calculated by combining the results of this calculation with any preceding calculations for this agent/interaction.