Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Real Time Displays
June 2007
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This display presents a history of the ACD states the agent transitioned through during
the current session. By default, the data displayed is sorted in ascending order by time
of day. The data in the report must be refreshed manually by clicking the Refresh
button on the toolbar.
the current session. By default, the data displayed is sorted in ascending order by time
of day. The data in the report must be refreshed manually by clicking the Refresh
button on the toolbar.
Agent Active Call
The Agent Active Call real time display is available when you select an active call under
a specific agent’s name in the Agents tree (see
a specific agent’s name in the Agents tree (see
Figure 17.
Agent Active Call real time display.
This display presents information about each party in the current active call.
Table 12.
Agent ACD State Log real time display data
Column Name
Description
State Start Time
The time the agent state was initiated.
Agent State
The ACD agent state.
Wrap-up Data
Any wrap-up data the agent entered, if the agent state
transitioned to is After Call Work (Work Ready or Work
Not Ready).
transitioned to is After Call Work (Work Ready or Work
Not Ready).
Reason Code
Any reason code the agent entered, if the agent state
transitioned to is Not Ready or Logout (if required).
transitioned to is Not Ready or Logout (if required).
State Duration
The length of time the agent was in the agent state.
Table 13.
Agent Active Call real time display data
Column Name
Description
Name
Name of the parties in the call, if known. If this data is
not known, <unavailable> is displayed.
not known, <unavailable> is displayed.
Number
The party’s phone number.
Call Status
Hook state of the party (Active or Held).
Duration
The length of time the party has been in the call.