Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
Cisco Supervisor Desktop User’s Guide 6.0(2)
18
10-July-07
Data View Pane
The data view pane displays different information depending on what you select
in the team view pane:
in the team view pane:
■
If you select a particular agent, that agent’s statistics are displayed.
■
If you select a call, call information is displayed.
NOTE:
No information is available for supervisors or IP phone agents in
the data view pane.
Call information is real-time and always reflects the current status. Other
information (Agent Detail, Agent ACD State, and Agent Call Log) is automatically
refreshed at various intervals (see
information (Agent Detail, Agent ACD State, and Agent Call Log) is automatically
refreshed at various intervals (see
). You can
click the Refresh button to refresh the information at any time.
You can sort the columns in the data view pane in ascending/descending order
by clicking on the column header. A triangle at the right of the column name
denotes in which order the data is sorted:
by clicking on the column header. A triangle at the right of the column name
denotes in which order the data is sorted:
U Ascending order
V Descending order
Agent Statistics
When you select an agent’s name from the team view pane, Agent Detail
statistics are displayed in the Data View pane by default. You can change the
information displayed by selecting another report from the Reports menu. The
available reports are:
statistics are displayed in the Data View pane by default. You can change the
information displayed by selecting another report from the Reports menu. The
available reports are:
■
Agent Detail (default)
■
Agent ACD State Log
Call Status Icons
Conference Call
Talking
On Hold
Audio Icons
Monitoring
Recording
Table 4.
Team View pane icons