Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Real Time Displays
February 12, 2013
29
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.
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.
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
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.