Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Real Time Displays
March 25, 2013
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Agent vs. Team Statistics
The Agent vs. Team Statistics Display is available when you select a specific agent in
the Agents tree (
the Agents tree (
This display presents the performance details for the agent and compares them to the
performance details of the team. The data is obtained from the Cisco 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.
performance details of the team. The data is obtained from the Cisco 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.
The graphical display consists of two pie charts, which show the percentage of time a
specific agent spends in various ACD states compared to the percentages spent by
the team as a whole (
specific agent spends in various ACD states compared to the percentages spent by
the team as a whole (
The ACD states compared are:
■
Ready
■
Not Ready
■
Talking
Figure 13.
Agent vs. Team Statistics Display
Figure 14.
Agent vs. Team Percent Time in State Display