Split/skill tables

The number of times each event (stroke count) feature button (feature button 1 to 9) was pressed by agents on split/skill or direct agent ACD calls or in after call work associated with an ACD call for this split/skill.

This is a cumulative item.

Agent tables

The number of times each event, or stroke count, feature button from 1 to 9 was pressed while the agent was on an ACD call or in call-related ACW.

This is a cumulative item.

Call record tables

The number of times each event, or stroke count, feature button from 1 to 9 was entered for this call segment.