Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Supervisor Desktop User Guide
26
February 12, 2013
There is no graphical display available for these statistics.
Skill Agent State
The Skill Agent State Display is available when you select a specific skill or precision
queue from the Skill Groups tree (
queue from the Skill Groups tree (
This display presents information about the voice state of each agent on your team
who is logged into the ACD through Agent Desktop, CAD-BE, or IP Phone Agent and
who is assigned to the selected skill group or precision queue. Users of any other
desktop client, such as the CTI OS desktop, will not appear in this report.
who is logged into the ACD through Agent Desktop, CAD-BE, or IP Phone Agent and
who is assigned to the selected skill group or precision queue. Users of any other
desktop client, such as the CTI OS desktop, will not appear in this report.
This is true even if a multimedia skill group or precision queue is selected. That is, all
agents on your team who are logged into the ACD through Agent Desktop, CAD-BE, or
IP Phone Agent and who are assigned the selected multimedia skill group or precision
queue, whether or not they are currently operating Cisco Unified E-Mail and Web
agents on your team who are logged into the ACD through Agent Desktop, CAD-BE, or
IP Phone Agent and who are assigned the selected multimedia skill group or precision
queue, whether or not they are currently operating Cisco Unified E-Mail and Web
Table 11.
Skill Summary Statistics Display data
Name
Description
Skill Name
The skill group or precision queue identifier, as set up in Cisco
Unified CCE. This column is required and cannot be disabled.
Unified CCE. This column is required and cannot be disabled.
Agents Logged
In
In
The number of agents in the contact center who are assigned to
the skill group or precision queue and who are logged in to the
ACD through any client application.
the skill group or precision queue and who are logged in to the
ACD through any client application.
Calls Waiting
The number of calls currently in queue waiting for an agent.
Current Oldest
The time of the oldest call in queue.
ASA
Average speed of answer. The average amount of time a caller
waits in queue for an agent, calculated by dividing the skill group
or precision queue wait time by the number of calls answered by
the skill group or precision queue. The data for this statistic
comes from the AW HDS database, not from the CTI server.
waits in queue for an agent, calculated by dividing the skill group
or precision queue wait time by the number of calls answered by
the skill group or precision queue. The data for this statistic
comes from the AW HDS database, not from the CTI server.
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.
Talk Average
The average amount of time agents in the skill group or precision
queue spend in the Talking state.
queue spend in the Talking state.
Figure 10.
Skill Agent State Display