Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Real Time Displays
June 2007
29
Agent vs. Team Statistics
The Agent vs. Team Statistics real time display is available when you select a specific
agent in the Agents tree (see
agent in the Agents tree (see
Figure 14.
Agent vs. Team Statistics real time display.
This display presents the performance details for the agent and compares them to the
performance details of the team.
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.
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:
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)
■
Other (all other ACD states not listed here)
Skill Name
The skill group identifier, as set up in Cisco Unified CCE.
State Duration
The amount of time, in seconds, that the agent has been
in the current ACD state.
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.
Reason codes are available for the Not Ready and
Logout states only.
Table 9.
Team Agent State real time display data — Continued
Column Name
Description