Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Agent Real Time Displays
September 2011
57
Skills Statistics Display
The Skills Statistics Display (
Figure 25
) shows information about skill groups and the
resources available to answer calls that are routed to them. This information is
refreshed automatically every 30 seconds.
refreshed automatically every 30 seconds.
describes the fields that are listed in the Skills Statistics Display.
Call Duration The length of the call. For inbound calls, call duration = ring time + talk
time + hold time. For outbound calls, call duration = dialtone +
ringback + talk time + hold time.
ringback + talk time + hold time.
Table 16.
Agent Call Log Display field descriptions — Continued
Field
Description
Figure 25.
Skills Statistics Display
Table 17.
Skills Statistics Display field descriptions
Field
Description
Skill Name
Name/ID of the skill group.
NOTE: Due to the way ICM works, an ICM-generated default skill
group will be displayed in the report. The name of this skill group is
usually a long string of numbers. For example, in
group will be displayed in the report. The name of this skill group is
usually a long string of numbers. For example, in
Figure 25
, it is
000919530508. No agents are assigned to this skill group, and it
can safely be ignored.
can safely be ignored.
Agents
Number of agents currently logged on to the skill group.
Calls Handled Number of inbound ACD calls handled by agents in the skill group.