Cisco Cisco Agent Desktop 10.5 ユーザーガイド
Cisco Supervisor Desktop User Guide
28
June 2007
Team Agent State
The Team Agent State real time display is available when you select the Team node or
Agents node in the Agents tree (see
Agents node in the Agents tree (see
).
Figure 13.
Team Agent State real time display.
This display presents the performance details for each agent on the team. By default,
the data displayed is sorted in ascending order by agent name.
the data displayed is sorted in ascending order by agent name.
The data is obtained from the CAD Chat service, and is for the current day starting at
midnight. The data refresh rate is 1 second, and is not configurable.
midnight. The data refresh rate is 1 second, and is not configurable.
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.
Y axis and the number of agents currently in each ACD state.
Avg After Call Work
The average time the agent spent in the Work Ready and
Work Not Ready state today.
Work Not Ready state today.
Total After Call Work
The total time the agent spent in the Work Ready and
Work Not Ready state today.
Work Not Ready state today.
Other Time
The total time the agent spent in states other than
Talking, Ready, Not Ready, Work Ready, or Work Not
Ready today.
Talking, Ready, Not Ready, Work Ready, or Work Not
Ready today.
Table 8.
Team Agent Statistics real time display data — Continued
Column Name
Description
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.