Avaya NN44400-114 Manuel D’Utilisation

Avaya Aura™ Agent Desktop displays live skillset related statistics. Agents can 
display assigned skillset statistics in pie chart or bar chart format. Supervisors 
can display statistics for all skillsets. 

Agent Desktop Statistics are generated by accessing the Contact Center Web 
Statistics (CCWS) on the Contact Center Manager Server (CCMS). This is a 
licensed feature.

The main Statistics tab parts are:

•

Control: Used to select charts types

•

Skillsets: Used to display and select skillsets

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Charts: Used to display charts

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Refresh: reloads and resets the skillsets list in the skillset area.

•

Sort: Alphabetical sort of skillset icons. Due to contact type prefixes on the 
skillsets names the skillsets are also sorted by contact type.

•

Pie/Bar: Dynamically changes between pie and bar charts in the chart 
display area.

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Agents: Select agent related statistics

•

Contacts: Select skillset related statistics

•

Alerts: Activate or de-activate the Outlook style alerts if skillsets Service 
Level falls below the threshold defined Contact Center Manager 
Administration.

Skillsets
Displays a skillset icon for each available or assigned skillset. Supervisors in a 
multimedia environment see all skillsets. Selecting a skillset icon updates the 
chart with the latest statistics for that skillset.

The percentage figures on the skillset icons represent the current Service Level 
for the skillset. The icons change to red if the current Service Level fails below 
the CCMA-defined threshold.

Charts
The chart area displays a pie or bar chart. 

This chapter describes how to use the Statistics tab.