Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
22
March 25, 2013
otherwise noted, and is for the current day starting at midnight. The data refresh rate
is configurable. By default it is every 15 seconds. The minimum rate is 5 seconds, and
the maximum rate is 60 seconds.
is configurable. By default it is every 15 seconds. The minimum rate is 5 seconds, and
the maximum rate is 60 seconds.
Graphical displays of this information consist of bar charts with the skill name on the Y
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).
Skill Summary Statistics
The Skill Summary Statistics Display is available when you select a specific skill from
the Skill Groups tree (
the Skill Groups tree (
).
Table 10.
Team Skill Statistics Display data
Name
Description
Skill
Name
The skill group identifier, as set up in Cisco Unified CCE. This column is
required and cannot be disabled.
required and cannot be disabled.
Agents
The number of agents logged in.
Calls
Waiting
The number of calls currently in queue waiting for an agent.
Current
Oldest
The time of the oldest call in queue.
ASA
Average speed of answer. The average time a caller waits in queue for
an agent, calculated by dividing the skill group wait time by the number
of calls answered by the skill group.
an agent, calculated by dividing the skill group wait time by the number
of calls answered by the skill group.
NOTE: This statistic is calculated from the columns PeripheralNumber,
AnswerWaitTimeTo5, and CallsAnsweredTo5 in the tables t_skill_group
and t_skill_group_real_time in the Cisco Unified CCE Admin Workstation
(AW) HDS database, not from the CTI server.
AnswerWaitTimeTo5, and CallsAnsweredTo5 in the tables t_skill_group
and t_skill_group_real_time in the Cisco Unified CCE Admin Workstation
(AW) HDS database, not from the CTI server.
Calls
Handled
The number of calls presented, answered, and completed by agents.
Talk
Average
The average amount of time agents in the skill group spend in the
Talking state.
Talking state.
Figure 9.
Skill Summary Statistics Display