Cisco Cisco Agent Desktop 10.5 Guida Utente
Real-Time Displays
November 2006
21
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.
the Y axis and the number of agents currently in each ACD state.
Agent vs. Team Statistics
The Agent vs. Team Statistics real-time display is available when you select a specific
agent in the Agents tree.
agent in the Agents tree.
This display presents the performance details for the agent and compares them to the
performance details of the team.
performance details of the team.
The data is obtained from the CAD Recording & Statistics service, and is for the
current day starting at midnight. The data refresh rate is configurable. By default it is
every 15 seconds. The minimum rate is 5 seconds, and the maximum rate is 30
seconds.
current day starting at midnight. The data refresh rate is configurable. By default it is
every 15 seconds. The minimum rate is 5 seconds, and the maximum rate is 30
seconds.
The graphical display (entitled the “Agent vs. Team Percent Time in State display”) is
presented as two pie charts. These pie charts show the percentage of time a specific
agent spends in various ACD states in comparison to the percentages spent by the
team as a whole. The ACD states compared are:
presented as two pie charts. These pie charts show the percentage of time a specific
agent spends in various ACD states in comparison to the percentages spent by the
team as a whole. The ACD states compared are:
■
Ready
■
Not Ready
■
Talking
■
After Call Work (Work Ready and Work Not Ready)
Table 9.
Team Agent State real-time 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.
Skill Name
The skill group identifier, as set up in IPCC.
State Duration
The amount of time, in seconds, that the agent has been
in the current ACD state.
in the current ACD state.
Reason Code
The reason why the agent is in the current ACD state.
Reason codes are available for the Not Ready and
Logout states only.
Reason codes are available for the Not Ready and
Logout states only.