Cisco Cisco Agent Desktop 8.0 Betriebsanweisung

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Real Time Displays
July 2008
29
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 and hold time of all calls handled today.
Team: The average talk and hold time of all calls handled by all 
members of the team today.
Total
 
Talking
Agent: The total talk and hold time of all calls handled today.
Team: The total talk 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.
Total
 
Ready
Agent: The total time the agent spent in the Ready state today.
Team: The total time all members of the team spent in the Ready 
state today.
Max
 
Not Ready
Agent: The longest time the agent spent in the Not Ready state today.
Team: The longest time any member of the team spent in the Not 
Ready state today
Avg
 
Not Ready
Agent: The average time the agent spent in the Not Ready state today.
Team: The average time all members of the team spent in the Not 
Ready state today.
Total
 
Not Ready
Agent: The total time the agent spent in the Not Ready state today.
Team: The total time all members of the team spent in the Not Ready 
state today.
Table 15. 
Agent vs. Team Statistics Display data (continued)
Name
Description