Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

Real Time Displays

March 25, 2013

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This display presents a history of the ACD states the agent transitioned through during 
the current session. By default, the data displayed is sorted in ascending order by time 
of day. The data in the report must be refreshed manually by clicking the Refresh 
button on the toolbar.

Agent Active Call

The Agent Active Call Display is available when you select an active call under a 
specific agent’s name in the Agents tree (

This display presents information about each party in the current active call. 

Table 17. 

Agent ACD State Log Display data 

Name

Description

State Start Time

The time the agent state was initiated.

Agent State

The last agent state written to the log is actually the previous 
agent state that the agent was in. In order to calculate State 
Duration, the agent’s current state cannot be written to the log 
until the agent transitions to the next agent state. 

Wrap-up Data

Any wrap-up data the agent entered, if the agent state 
transitioned to is After Call Work (Work Ready or Work Not 
Ready).

Reason Code

Any reason code the agent entered, if the agent state 
transitioned to is Not Ready or Logout (if required).

State Duration

The length of time the agent was in the agent state.

Figure 17. 

Agent Active Call Display

Table 18. 

Agent Active Call real time display data 

Name

Description

Name

Name of the parties in the call, if known. If this data is not known, 
<Unavailable> is displayed.

Number

The party’s phone number.

Call Status

Hook state of the party (Active or Held).