Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Real Time Displays
June 2007
23
Real Time Displays
The real time displays contain the information you need to manage your teams and
agents.
agents.
There are two types of displays: tabular and graphical.
■
Tabular displays present skill group, team, and agent information in a grid.
■
Graphical displays present that same information as bar charts, except for the
Agent vs. Team Statistics, which is presented as two pie charts.
Agent vs. Team Statistics, which is presented as two pie charts.
NOTE: Graphical displays are available at the Premium feature level
only.
only.
Tabular information can be sorted in ascending/descending order by clicking any
column header in the grid. You can sort by one column only.
column header in the grid. You can sort by one column only.
Team Skill Statistics
The Team Skill Statistics real time display is available when you select the Skill Groups
node in the Skill Groups tree (see
node in the Skill Groups tree (see
).
Figure 9.
Team Skill Statistics real time display.
This display presents the details of each individual skill group, regardless of whether
or not an agent with that skill is logged in. By default, the data displayed is sorted in
ascending order by skill name.
or not an agent with that skill is logged in. By default, the data displayed is sorted in
ascending order by skill name.
The data is obtained from the CTI server unless otherwise noted, 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 60 seconds.
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 60 seconds.