Cisco Cisco Unified Contact Center Express 10.5(1) User Guide
Agent Real Time Displays
Field
Description
Status
If the e-mail is still at the agent desktop, either In Process or Draft, as
per the previous status. If the agent has completed activity on the e-
mail, the means by which the agent completed that activity: Delete,
Transfer, Re-queue, or Sent.
Close Time
The date and time that the agent transferred, re-queued, or sent the e-
mail. If the e-mail status is In Process or Draft, the date and time of the
last change in e-mail status is displayed.
Processing Duration
The length of time that the agent spent processing the e-mail.
On Desk Duration
The length of time from when the agent retrieved the e-mail to when
the agent sent, transferred, or re-queued the e-mail.
To
Address to which the e-mail was sent.
From
Address from which the e-mail was sent.
Subject
The e-mail subject line.
Contact Service Queue
The CSQ through which the e-mail was routed to the agent.
Agent Statistics Display
The Agent Statistics Display shows your performance statistics for the current day, starting at midnight. This
display is automatically updated every 30 seconds. You cannot refresh the data manually.
The display fields are described in the following table.
Field
Description
Calls Presented
Number of inbound calls (ACD or non-ACD) that are delivered to your
extension (causes your phone to ring). This can be verified by counting
the number of entries whose call direction displays “Inbound” in the
Agent Call Log for the current day.
Calls Handled
Number of inbound calls (ACD or non-ACD) that are answered at your
extension. This can be verified by counting the number of entries whose
Call Answered column displays “Yes” in the Agent Call Log for inbound
calls only for the current day.
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