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Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

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Cisco Supervisor Desktop User Guide 7.1
22
November 2006
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Other (all other ACD states not listed here)
Table 10.
Agent vs. Team Statistics real-time display data
Column Name
Description
ID
Identifies the statistics as for the selected agent or the 
team.
Logon Time
The amount of time the agent and team have been 
logged into Agent Desktop.
Calls Presented
Agent: The number of inbound calls (ACD and 
non-ACD) presented to the agent today.
Team: The total number of inbound calls (ACD and 
non-ACD) presented to all members of the team today.
Calls Handled
Agent: The number of inbound calls (ACD and 
non-ACD) presented to and answered by the agent 
today.
Team: The number of inbound calls (ACD and 
non-ACD) presented to and answered by all members 
of the team today.
Max Talking
Agent: The longest talk time of all calls handled today.
Team: The longest talk time of all calls handled by any 
member of the team today.
Avg Talking
Agent: The average talk time and hold time of all calls 
handled today.
Team: The average talk time and hold time of all calls 
handled by all members of the team today.
Total Talking
Agent: The total talk time and hold time of all calls 
handled today.
Team: The total talk time and hold time of all calls 
handled by all members of the team today.
Max Ready
Agent: The longest time the agent spent in the Ready 
state today.
Team: The longest time any member of the team spent 
in the Ready state today.
Avg Ready
Agent: The average time the agent spent in the Ready 
state today.
Team: The average time all members of the team spent 
in the Ready state today.