Cisco Cisco Agent Desktop 9.0 インストールガイド
Cisco CAD Installation Guide 7.0
20
31-Mar-06
NOTE: If the audio files are stored on a partition using the FAT32 file
system, a limit of 21,844 objects can be stored. If this recording limit
is exceeded, supervisors will be unable to record any more audio
files. There is no such limitation on an NTFS file system partition.
system, a limit of 21,844 objects can be stored. If this recording limit
is exceeded, supervisors will be unable to record any more audio
files. There is no such limitation on an NTFS file system partition.
Setting Up Agents in ICM
Setting Up Supervisors and Teams
For CAD 7.0 applications to work properly, your agents must be organized into teams
and some must be designated as supervisors. This is accomplished in ICM. See your
ICM documentation for information on how to do this.
and some must be designated as supervisors. This is accomplished in ICM. See your
ICM documentation for information on how to do this.
Skills Statistics
The number displayed in the Skills statistic field “Waiting” in Agent Desktop and
Supervisor Desktop (representing the number of calls currently queued to the skill
group) is dependent on how you configure skill groups and set up queues in ICM
Configuration Manager. The following rules apply:
Supervisor Desktop (representing the number of calls currently queued to the skill
group) is dependent on how you configure skill groups and set up queues in ICM
Configuration Manager. The following rules apply:
■
If calls are queued to a base skill group, there must be no sub skill groups
configured.
configured.
■
If a skill group does have sub skill groups configured, calls cannot be queued
to the base skill group.
to the base skill group.
If calls are queued to the base skill group, all the calls queued to that skill group are
reported in the Waiting field.
reported in the Waiting field.
If sub skill groups are configured, and calls are queued to those sub skill groups, only
the calls queued to the primary sub skill group are reported in the Waiting field.
the calls queued to the primary sub skill group are reported in the Waiting field.
NOTE: Agents must be assigned to the base skill group in order for
the supervisor to view a team’s skill data in Supervisor Desktop. Only
the base skill groups appear in the Supervisor Desktop skill statistics.
the supervisor to view a team’s skill data in Supervisor Desktop. Only
the base skill groups appear in the Supervisor Desktop skill statistics.
G.729
10
400
20
260
30
210
40
190
50
180
60
170
Protocol
Packet Size (msec)
Recording Size (KB/call/minute)