Avaya NN44400-114 Manual Do Utilizador
NN44400-114 Contact Center Agent Desktop
2 December 2010
119
Agent Statistics
Procedure steps
Step
Action
1
On the Agent Desktop statistics tab, select Contacts.
2
In the Skillset control, select the skillset to see the statistics.
A chart is displayed in the chart area showing the statistics.
3
You can toggle between a pie and bar chart by clicking the pie bar button on
the main statistics tab.
the main statistics tab.
--End--
Viewing the Agent statistic chart
View the agent statistics chart to monitor statistics for agents in a skillset.
Procedure steps
Step
Action
1
On the Agent Desktop statistics tab, select Agents.
2
In the Skillset control, select the skillset for which you want to see
Agent-related statistics.
Agent-related statistics.
A chart is displayed in the chart area showing the statistics.
3
You can toggle between a pie and bar chart by clicking the pie bar button on
the main statistics tab.
the main statistics tab.
--End--
Enabling Service Level alerts
Activate Outlook style alerts if skillsets Service Level falls below the CCMA
defined threshold.
defined threshold.
Procedure steps
Step
Action
1
On the Agent Desktop statistics tab, click the Alerts check box to enable
Service Level alerts.
Service Level alerts.
If a skillset Service Level falls below the CCMA defined threshold a alert
message box appears on the bottom right hand side of the screen. Clicking on
this alert box automatically opens the Agent Desktop statistics tab.
message box appears on the bottom right hand side of the screen. Clicking on
this alert box automatically opens the Agent Desktop statistics tab.
--End--