Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Real Time Displays
March 25, 2013
27
Team Agent State
The Team Agent State Display is available when you select the Team node or Agents
node in the Agents tree (
node in the Agents tree (
).
This display presents the performance details for each agent on the team. By default,
the data displayed is sorted in ascending order by agent name.
the data displayed is sorted in ascending order by agent name.
Calls Handled
The number of inbound calls (ACD and non-ACD) presented to
and answered by the agent today.
and answered by the agent today.
Max Talking
The longest talk time of all calls handled today.
Avg Talking
The average talk time and hold time of all calls handled today.
Total Talking
The total talk time and hold time of all calls handled today.
Max Ready
The longest time the agent spent in the Ready state today.
Avg Ready
The average time the agent spent in the Ready state today.
Total Ready
The total time the agent spent in the Ready state today.
Max Not Ready
The longest time the agent spent in the Not Ready state today.
Avg Not Ready
The average time the agent spent in the Not Ready state today.
Total Not Ready
The total time the agent spent in the Not Ready state today.
Max After Call
Work
The longest time the agent spent in the Work Ready or Work Not
Ready states today.
Ready states today.
Avg After Call
Work
The average time the agent spent in the Work Ready and Work
Not Ready states today.
Not Ready states today.
Total After Call
Work
The total time the agent spent in the Work Ready and Work Not
Ready states today.
Ready states today.
Other Time
The total time the agent spent in states other than Talking,
Ready, Not Ready, Work Ready, or Work Not Ready today.
Ready, Not Ready, Work Ready, or Work Not Ready today.
Table 13.
Team Agent Statistics Display data (continued)
Name
Description
Figure 12.
Team Agent State Display