Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

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. 

The Agent vs. Team Statistics real-time display is available when you select a specific 
agent in 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 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.

The graphical display (entitled the “Agent vs. Team Percent Time in State display”) is 
presented as two pie charts. These pie charts show the percentage of time a specific 
agent spends in various ACD states in comparison to the percentages spent by the 
team as a whole. The ACD states compared are:

■

Ready

■

Not Ready

■

Talking

■

After Call Work (Work Ready and Work Not Ready)

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.

Skill Name

The skill group identifier, as set up in IPCC. 

State Duration

The amount of time, in seconds, that the agent has been 
in the 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.