Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Supervisor Desktop User Guide

28

March 25, 2013

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After Call Work (Work Ready and Work Not Ready)

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Other (all other ACD states not listed here)

Table 15. 

Agent vs. Team Statistics Display data 

Name

Description

ID

Identifies the statistics as for the selected agent or the team.

Logon



Time

The amount of time the agent and team have been logged into Agent 
Desktop.

Calls



Presented

Agent: The number of inbound calls (ACD and non-ACD) presented to 
the agent today.

Team: The total number of inbound calls (ACD and non-ACD) 
presented to all members of the team today.

Calls



Handled

Agent: The number of inbound calls (ACD and non-ACD) presented to 
and answered by the agent today.

Team: The number of inbound calls (ACD and non-ACD) presented to 
and answered by all members of the team today.

Max



Talking

Agent: The longest talk time of all calls handled today.

Team: The longest talk time of all calls handled by any member of the 
team today.

Avg



Talking

Agent: The average talk and hold time of all calls handled today.

Team: The average talk and hold time of all calls handled by all 
members of the team today.

Total



Talking

Agent: The total talk and hold time of all calls handled today.

Team: The total talk and hold time of all calls handled by all members 
of the team today.

Max



Ready

Agent: The longest time the agent spent in the Ready state today.

Team: The longest time any member of the team spent in the Ready 
state today.

Avg



Ready

Agent: The average time the agent spent in the Ready state today.

Team: The average time all members of the team spent in the Ready 
state today.

Total



Ready

Agent: The total time the agent spent in the Ready state today.

Team: The total time all members of the team spent in the Ready 
state today.