Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
24
March 25, 2013
This display presents information about each agent logged into the ACD and assigned
to the selected skill group. By default, the data displayed is sorted in ascending order
by agent name.
to the selected skill group. By default, the data displayed is sorted in ascending order
by agent name.
The data is obtained from the Cisco Chat Service, and are for the current day starting
at midnight. The data refresh rate is 1 second, and is not configurable.
at midnight. The data refresh rate is 1 second, and is not configurable.
The graphical display of this information consists of a bar chart with the ACD states on
the Y axis and the number of agents on the X axis.
the Y axis and the number of agents on the X axis.
Team Agent Statistics
The Team Agent Statistics Display is available when you select the Team node or
Agents node in the Agents tree (
Agents node in the Agents tree (
).
This display presents the real time state of the agents on the selected team who are
currently logged into the ACD. By default, the data displayed is sorted in ascending
order by agent name.
currently logged into the ACD. By default, the data displayed is sorted in ascending
order by agent name.
The data is obtained from the CAD Recording & Statistics service, 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
30 seconds.
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
30 seconds.
Table 12.
Skill Agent State Display data
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 ACD 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.
(in Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
State Duration
The amount of time, in seconds, that the agent has been in the
current ACD state.
current ACD state.
Reason Code
The reason why the agent is in the current ACD state. Reason
codes are available for the Not Ready and Logout states only.
codes are available for the Not Ready and Logout states only.
Figure 11.
Team Agent Statistics Display