Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Real Time Displays
March 25, 2013
23
otherwise noted, and is for the current day starting at midnight. The data refresh rate
is configurable and ranges from every 5 to 60 seconds. By default it is every
15 seconds.
is configurable and ranges from every 5 to 60 seconds. By default it is every
15 seconds.
Graphical displays of this information consist of bar charts with the skill name on the Y
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).
Skill Summary Statistics
The Skill Summary Statistics Display (
) is available when you select a specific
skill from the Skill Groups tree.
This display presents a summary of a specific skill group’s statistics. These statistics
are from the entire contact center regardless of agent team assignments or the
are from the entire contact center regardless of agent team assignments or the
Table 10.
Team Skill Statistics Display data
Name
Description
Skill Name
The skill group identifier, as set up in Cisco Unified CCE. This
column is required and cannot be disabled.
column is required and cannot be disabled.
Agents Logged In
The number of agents logged in.
Calls Waiting
The number of calls currently in queue waiting for an agent.
Current Oldest
The time of the oldest call in queue.
ASA
Average speed of answer. The average time a caller waits in
queue for an agent, calculated by dividing the skill group wait
time by the number of calls answered by the skill group.
queue for an agent, calculated by dividing the skill group wait
time by the number of calls answered by the skill group.
NOTE: This statistic is calculated from the columns
PeripheralNumber, AnswerWaitTimeTo5, and
CallsAnsweredTo5 in the tables t_skill_group and
t_skill_group_real_time in the Cisco Unified CCE Admin
Workstation (AW) HDS database, not from the CTI server.
PeripheralNumber, AnswerWaitTimeTo5, and
CallsAnsweredTo5 in the tables t_skill_group and
t_skill_group_real_time in the Cisco Unified CCE Admin
Workstation (AW) HDS database, not from the CTI server.
Calls Handled
The number of inbound calls (ACD and non-ACD) presented to
and answered by the agent today.
and answered by the agent today.
Talk Average
The average amount of time agents in the skill group spend in
the Talking state.
the Talking state.
Figure 9.
Skill Summary Statistics Display