Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
26
March 25, 2013
Team Agent State
The Team Agent State Display is available when you select the Team node or Agents
node in the Agents tree (
node in the Agents tree (
).
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 Cisco 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.
Figure 12.
Team Agent State Display
Table 14.
Team Agent State real time 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 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.
Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
Skill Name
The skill group identifier, as set up in Cisco Unified CCE.
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.