Cisco Cisco Agent Desktop 10.0 User Guide
Cisco Supervisor Desktop User Guide
30
June 2007
Table 10.
Agent vs. Team Statistics real time display data
Column Name
Description
ID
Identifies the statistics as for the selected agent or the
team.
team.
Logon Time
The amount of time the agent and team have been
logged into Agent Desktop.
logged into Agent Desktop.
Calls Presented
Agent: The number of inbound calls (ACD and non-ACD)
presented to the agent today.
presented to the agent today.
Team: The total number of inbound calls (ACD and
non-ACD) presented to all members of the team today.
non-ACD) presented to all members of the team today.
Calls Handled
Agent: The number of inbound calls (ACD and non-ACD)
presented to and answered by the agent today.
presented to and answered by the agent today.
Team: The number of inbound calls (ACD and non-ACD)
presented to and answered by all members of the team
today.
presented to and answered by all members of the team
today.
Max Talking
Agent: The longest talk time of all calls handled today.
Team: The longest talk time of all calls handled by any
member of the team today.
member of the team today.
Avg Talking
Agent: The average talk time and hold time of all calls
handled today.
handled today.
Team: The average talk time and hold time of all calls
handled by all members of the team today.
handled by all members of the team today.
Total Talking
Agent: The total talk time and hold time of all calls
handled today.
handled today.
Team: The total talk time and hold time of all calls
handled by all members of the team today.
handled by all members of the team today.
Max Ready
Agent: The longest time the agent spent in the Ready
state today.
state today.
Team: The longest time any member of the team spent
in the Ready state today.
in the Ready state today.
Avg Ready
Agent: The average time the agent spent in the Ready
state today.
state today.
Team: The average time all members of the team spent
in the Ready state today.
in the Ready state today.