# Network ACD - Real Time Event Records

Real Time Events (RTE) records show the activity of the ACD system. Call events report individual ACD agent activities, and group statistics provide a cumulative report on path and agent skill group congestion.

### Distributor System

Distributor Systems do not generate Real-Time Event Records for the remote ACD Agent Skill Groups on the Answer Point Systems. Records are, however, generated for ACD Paths that contain remote ACD Agent Skill Groups, but statistics are not available from the ACD Agent Controller system.

### Answer Point System

Two fields for captured statistics are added to the remote ACD Agent Skill Group on the Answer Point System. The fields and their format are:

- Number of Remote Calls Waiting (000 - 999) in columns 24 - 26

- Longest Remote Call Wait Time ( MMSS) in columns 27 - 30.

At the Answer Point system, the above fields are named as follows:

- Number of Local Calls Waiting (000 - 999) in columns 14 - 16

- Longest Local Call Wait Time ( MMSS) in columns 20 - 23.

The following ACD Call event is generated whenever an ACD Agent on the Answer Point System answers a call originating from an ACD Path on a Distributor System:

- Function code in column 4 is "S"

- ACD Path number field is increased to 14 digits in columns 11-24 and replaces the DN.