Cisco Cisco Agent Desktop 10.0 ユーザーガイド
The Agent Desktop Interface
1. Double-click the field you want to modify. The Edit Enterprise Data window appears.
2. Modify the data as desired.
3. Click OK.
Call Activity
The call activity section displays the call activity for the selected call. The following table lists the
available fields.
available fields.
Field
Description
Device
List of devices the call passed through.
Type
Type of device the call passed through.
Description
Description of the device the call passed through.
Total
Sum of all the durations listed.
Note: In some cases, a call can be on multiple devices simultaneously. For example, if a call is
placed in multiple queues or is conferenced to multiple extensions, the call activity section
displays the sum of duration of the call on the device and the duration for which the call was in
the queue. The total duration is the sum of all durations, some of which might overlap.
placed in multiple queues or is conferenced to multiple extensions, the call activity section
displays the sum of duration of the call on the device and the duration for which the call was in
the queue. The total duration is the sum of all durations, some of which might overlap.
Note: If a call is RNA (ring no answer) at one agent and then the call is rerouted to and answered
by another agent, the total time shown in the second agent's Call Activity pane is incorrect.
However, in any reports seen by the agent or supervisor, the total call time is correct.
by another agent, the total time shown in the second agent's Call Activity pane is incorrect.
However, in any reports seen by the agent or supervisor, the total call time is correct.
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