Cisco Cisco Agent Desktop 10.5 Guida Utente
Real Time Displays
March 25, 2013
27
Agent vs. Team Statistics
The Agent vs. Team Statistics Display is available when you select a specific agent in
the Agents tree (
the Agents tree (
This display presents the performance details for the agent and compares them to the
performance details of the team. The data is obtained from the Cisco 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.
performance details of the team. The data is obtained from the Cisco 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.
The graphical display consists of two pie charts, which show the percentage of time a
specific agent spends in various ACD states compared to the percentages spent by
specific agent spends in various ACD states compared to the percentages spent by
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.
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 Cisco Unified CCE.
State Duration
The amount of time, in seconds, that the agent has been in the
current ACD state.
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.
codes are available for the Not Ready and Logout states only.
Table 14.
Team Agent State real time display data — Continued
Field
Description
Figure 13.
Agent vs. Team Statistics Display