Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
Skill Statistics
November 2006
7
Skill Statistics
Skill statistics are available for viewing whenever you are logged into IP Phone Agent.
The Skill Stats screen is the default view (see
The Skill Stats screen is the default view (see
You can access the Skill Stats screen from any other screen by pressing the Stats
soft key.
soft key.
Figure 3.
Skill Statistics screen (default view).
The default view displays the Skill Name, LQT (longest queue time), and CIQ (calls in
queue) fields. There are eight possible statistics that can be displayed for each skill,
but only a maximum of two can be displayed at any time. The display is configured by
your system administrator.
queue) fields. There are eight possible statistics that can be displayed for each skill,
but only a maximum of two can be displayed at any time. The display is configured by
your system administrator.
NOTE: Due to the way ICM works, an ICM-generated default skill group will
be displayed. This skill group’s name is usually a long string of numbers, for
example, 000919530508. No agents are assigned to this skill group, and it
can safely be ignored.
be displayed. This skill group’s name is usually a long string of numbers, for
example, 000919530508. No agents are assigned to this skill group, and it
can safely be ignored.
The screen displays the longest queue time (LQT) in h:mm:ss format and the number
of calls in queue (CIQ) for the skill groups to which the agent belongs.
of calls in queue (CIQ) for the skill groups to which the agent belongs.
.
Table 2.
Available Skill Stats statistics
Statistic
Description
ACT
Average call time.
AWT
Average wait time.
14:23 02/15/04
2101
Skill Stats - ID:2311
Not Ready
Update
CData
sk6000
0:00:00
0
Skill Name
LQT
CIQ
State
sk6500
0:00:00
0