Cisco Cisco Unified Contact Center Express 10.5(1) User Guide
Real Time Displays
June 18, 2014
35
Agents – Team State
The Team State display is available when you select the Team node or Agents node in
the Agents tree. This display presents the current agent state status for each agent on
the team. By default, the data displayed is sorted in ascending order by agent name.
the Agents tree. This display presents the current agent state status for each agent on
the team. By default, the data displayed is sorted in ascending order by agent name.
NOTE: If the agent is assigned to a new team while logged in, that
agent will still show up as a member of the old team in the Team
State display until the agent logs out and logs in again. After logging
in, the agent will show up as a member of the new team in the Team
State display.
agent will still show up as a member of the old team in the Team
State display until the agent logs out and logs in again. After logging
in, the agent will show up as a member of the new team in the Team
State display.
The data is obtained from the Chat service. The data refresh rate is 1 second, and is
not configurable.
not configurable.
The graphical display of the information consists of a bar chart with ACD states on the
Y axis and the number of agents currently in each ACD state.
Y axis and the number of agents currently in each ACD state.
lists the fields
in the Team State display.
Wrap-up Data
Any wrap-up data the agent entered, if the agent state
transitioned to after ending a call or sending an e-mail is
Work (after-call work).
transitioned to after ending a call or sending an e-mail is
Work (after-call work).
Reason Code
Any reason code the agent entered, if the agent state
transitioned to is Not Ready or Logout (if required).
transitioned to is Not Ready or Logout (if required).
State Duration
The length of time the agent was in the agent state.
Table 15.
State display data (cont’d)
Column Name
Description
Table 16.
Team State display data
Column Name
Description
Agent Name
The agent’s name.
Agent ID
The agent’s ID.
Current State
The agent’s current ACD state.
Skill Group
The skill group ID of the call the agent is currently
servicing (in Talking state). If there is no call, or if the call
is a non-ACD call, this field is blank.
servicing (in Talking state). If there is no call, or if the call
is a non-ACD call, this field is blank.
Contact Service Queue
Name of the CSQ.
State Duration
The amount of time (in seconds) that the agent has been
in the current ACD state.
in the current ACD state.