Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Supervisor Desktop User Guide
28
March 25, 2013
NOTE: If the agent is assigned to a new team while logged in, that
agent will still show up as a member of the old team in the Team
Agent State display until the agent logs out and logs in again. After
logging in, the agent will show up as a member of the new team in the
Team Agent State display.
agent will still show up as a member of the old team in the Team
Agent State display until the agent logs out and logs in again. After
logging in, the agent will show up as a member of the new team in the
Team Agent State display.
The data is obtained from the Cisco Chat Service, and is for the current day starting at
midnight. The data refresh rate is 1 second, and is not configurable.
midnight. The data refresh rate is 1 second, and is not configurable.
The graphical display of the information consists of a bar chart with ACD states on the
Y axis and the number of agents currently in each ACD state.
Y axis and the number of agents currently in each ACD state.
Agent vs. Team Statistics
The Agent vs. Team Statistics Display is available when you select a specific agent in
the Agents tree (
the Agents tree (
This display presents the performance details for the agent and compares them to the
performance details of the team. The data is obtained from the Cisco Recording &
Statistics service, and is for the current day starting at midnight. The data refresh rate
performance details of the team. The data is obtained from the Cisco Recording &
Statistics service, and is for the current day starting at midnight. The data refresh rate
Table 14.
Team Agent State real time display data
Name
Description
Agent Name
The agent’s name.
Agent ID
The agent’s ID.
Current State
The agent’s current ACD state.
Skill Group
The skill group ID of the call the agent is currently servicing (in
Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
Skill Name
The skill group identifier, as set up in Cisco Unified CCE.
State Duration
The amount of time, in seconds, that the agent has been in the
current ACD state.
current ACD state.
Reason Code
The reason why the agent is in the current ACD state. Reason
codes are available for the Not Ready and Logout states only.
codes are available for the Not Ready and Logout states only.
Figure 13.
Agent vs. Team Statistics Display