Cisco Cisco Agent Desktop 10.0 User Guide
Agent Real Time Displays
Field
Description
Avg Not Ready
The total time spent in the Not Ready state divided by the number of
times spent in the Not Ready state.
times spent in the Not Ready state.
Max Not Ready
The longest time spent in the Not Ready state.
Total Not Ready
The total time spent in the Not Ready state.
Avg After Call Work
The total time spent in the Work state divided by the number of times
spent in the Work state.
spent in the Work state.
Max After Call Work
The longest time spent in the Work state.
Total After Call Work
The total time spent in the Work state.
Skills Statistics Display
The Skills Statistics Display shows information about skill groups and the resources available to answer
calls that are routed to them. This information is refreshed every 30 seconds.
calls that are routed to them. This information is refreshed every 30 seconds.
The display fields are described in the following table.
Field
Description
Skill Name
The name/ID of the skill group.
Due to the way ICM works, an ICM-generated default skill group will be
displayed. The name of this skill group is usually a long string of
numbers (for example, 000919530508). No agents are assigned to this
skill group, and it can safely be ignored.
displayed. The name of this skill group is usually a long string of
numbers (for example, 000919530508). No agents are assigned to this
skill group, and it can safely be ignored.
Agents Logged In
Number of agents currently logged in to the skill group.
Calls Handled
Number of inbound ACD calls handled by agents in the skill group.
Talk Average
Average talk time for inbound ACD calls counted as handled by agents
in the skill group.
in the skill group.
Calls Waiting
Number of calls currently queued to the skill group.
Current Oldest
Duration of the oldest call in the queue.
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