Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Real Time Displays
March 25, 2013
31
Agent Call Log
The Agent Call Log Display is available when you select the Logs node under a specific
agent’s name in the Agents tree (
agent’s name in the Agents tree (
).
This display presents a history of the calls made and received by the agent during the
current session. By default, the data displayed is sorted in ascending order by time of
current session. By default, the data displayed is sorted in ascending order by time of
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.
state today.
Max
After Call
Work
Agent: The longest time the agent spent in the Work Ready or Work
Not Ready state today.
Not Ready state today.
Team: The longest time any member of the team spent in the Work
Ready or Work Not Ready state today.
Ready or Work Not Ready state today.
Avg
After Call
Work
Agent: The average time the agent spent in the Work Ready and Work
Not Ready states today.
Not Ready states today.
Team: The average time all members of the team spent in the Work
Ready and Work Not Ready states today.
Ready and Work Not Ready states today.
Total
After Call
Work
Agent: The total time the agent spent in the Work Ready and Work Not
Ready states today.
Ready states today.
Team: The total time all members of the team spent in the Work
Ready and Work Not Ready states today.
Ready and Work Not Ready states today.
Other
Time
Agent: The total time the agent spent in states other than Talking,
Ready, Not Ready, Work Ready, and Work Not Ready today.
Ready, Not Ready, Work Ready, and Work Not Ready today.
Team: The total time all members of the team spent in states other
than Talking, Ready, Not Ready, Work Ready, and Work Not Ready
today.
than Talking, Ready, Not Ready, Work Ready, and Work Not Ready
today.
Table 15.
Agent vs. Team Statistics Display data (continued)
Name
Description
Figure 15.
Agent Call Log Display