Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Real Time Displays
March 25, 2013
25
Skill Agent State
The Skill Agent State Display is available when you select a specific skill from the Skill
Groups tree (
Groups tree (
).
This display presents information about the voice state of each agent on your team
who is logged into the ACD through Agent Desktop, CAD-BE, or IP Phone Agent and
who is assigned to the selected skill group. Users of any other desktop client, such as
the CTI OS desktop, will not appear in this report.
who is logged into the ACD through Agent Desktop, CAD-BE, or IP Phone Agent and
who is assigned to the selected skill group. Users of any other desktop client, such as
the CTI OS desktop, will not appear in this report.
This is true even if a multimedia skill group is selected. That is, all agents on your team
who are logged into the ACD through Agent Desktop, CAD-BE, or IP Phone Agent and
who are assigned the selected multimedia skill group, whether or not they are
currently operating Cisco Unified E-Mail and Web Interaction Manager (Unified EIM
WIM), will be listed in this display. In this way, you are made aware that there are
members of your team who have a CAD client open and who therefore could
potentially help with the multimedia skill group.
who are logged into the ACD through Agent Desktop, CAD-BE, or IP Phone Agent and
who are assigned the selected multimedia skill group, whether or not they are
currently operating Cisco Unified E-Mail and Web Interaction Manager (Unified EIM
WIM), will be listed in this display. In this way, you are made aware that there are
members of your team who have a CAD client open and who therefore could
potentially help with the multimedia skill group.
By default, the data displayed is sorted in ascending order by agent name.
The data is obtained from the Cisco Chat Service, and are for the current day starting
at midnight. The data refresh rate is 1 second, and is not configurable.
at midnight. The data refresh rate is 1 second, and is not configurable.
The graphical display of this information consists of a bar chart with the ACD states on
the Y axis and the number of agents on the X axis.
the Y axis and the number of agents on the X axis.
Figure 10.
Skill Agent State Display
Table 12.
Skill Agent State Display data
Name
Description
Agent Name
The agent’s name. Only agents logged in through Agent Desktop,
CAD-BE, and IP Phone Agent are displayed.
CAD-BE, and IP Phone Agent are displayed.
Agent ID
The agent’s ID.
Current State
The agent’s current ACD state for voice contacts.
Skill Group
The skill group ID of the ACD 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.
(in Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
State Duration
The amount of time, in seconds, that the agent has been in the
current ACD state.
current ACD state.