Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Real-Time Displays
November 2006
19
Team Agent Statistics
The Team Agent Statistics real-time display is available when you select the Team
node or Agents node in the Agents tree.
node or Agents node in the Agents tree.
This display presents the real-time state of the agents on the selected team who are
currently logged into the ACD. By default, the data displayed is sorted in ascending
order by agent name.
currently logged into the ACD. By default, the data displayed is sorted in ascending
order by agent name.
The data is obtained from the CAD Recording & Statistics service, and is for the
current day starting at midnight. The data refresh rate is configurable. By default it is
every 15 seconds. The minimum rate is 5 seconds, and the maximum rate is 30
seconds.
current day starting at midnight. The data refresh rate is configurable. By default it is
every 15 seconds. The minimum rate is 5 seconds, and the maximum rate is 30
seconds.
Graphical displays of the information consist of bar charts with agent names on the Y
axis and the average amount of time (hh:mm:ss) the agent spent in a selected ACD
state.
axis and the average amount of time (hh:mm:ss) the agent spent in a selected 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.
Reason codes are available for the Not Ready and
Logout states only.
Table 7.
Skill Agent Statistics real-time display data — Continued
Column Name
Description
Table 8.
Team Agent Statistics real-time display data
Column Name
Description
Agent Name
The agent’s name.
Agent ID
The agent’s ID.
Logon Time
The total amount of time the agent has been logged into
the ACD today.
the ACD today.
Calls Presented
The number of inbound calls (ACD and non-ACD)
presented to the agent today.
presented to the agent today.
Calls Handled
The number of inbound calls (ACD and non-ACD)
presented to and answered by the agent today.
presented to 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.
today.
Total Talking
The total talk time and hold time of all calls handled
today.
today.