Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Cisco Supervisor Desktop User Guide
24
March 25, 2013
CAD-based client applications the agents might be using. If agents are logged into the
ACD and they are skilled to handle contacts from this skill group, then they are
counted in this report.
ACD and they are skilled to handle contacts from this skill group, then they are
counted in this report.
For example, the number of agents logged in could include agents logged into the ACD
through Agent Desktop, CAD-BE, IP Phone Agent, CTI OS, or any other ACD client that
handles voice contacts. Similarly, if the skill group selected is a multimedia skill group,
the report will reflect agents who could be logged in through Cisco Unified E-Mail and
Web Interaction Manager (Unified EIM WIM) to handle e-mail contacts.
through Agent Desktop, CAD-BE, IP Phone Agent, CTI OS, or any other ACD client that
handles voice contacts. Similarly, if the skill group selected is a multimedia skill group,
the report will reflect agents who could be logged in through Cisco Unified E-Mail and
Web Interaction Manager (Unified EIM WIM) to handle e-mail contacts.
The data is obtained from the CTI server unless otherwise noted, and are 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.
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.
There is no graphical display available for these statistics.
Table 11.
Skill Summary 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
In
The number of agents in the contact center who are assigned to
the skill group and who are logged in to the ACD through any
client application.
the skill group and who are logged in to the ACD through any
client application.
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 amount of 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. The
data for this statistic comes from the AW HDS database, not from
the CTI server.
waits in queue for an agent, calculated by dividing the skill group
wait time by the number of calls answered by the skill group. The
data for this statistic comes from the 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.
Talking state.