Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
120
April 3, 2014
Supervisor Desktop Problems
Problem
The Skill Agent State real time display and the Skill Summary Statistics
real time display report different numbers of agents logged in.
real time display report different numbers of agents logged in.
Solution
These two displays obtain data from different sources:
■
The Skill Agent State display obtains information from the Cisco
Chat service and reports only on the agents on the supervisor’s
team who are logged into the ACD through Agent Desktop, CAD-BE,
and IP Phone Agent to handle voice contacts for the selected skill
group.
Chat service and reports only on the agents on the supervisor’s
team who are logged into the ACD through Agent Desktop, CAD-BE,
and IP Phone Agent to handle voice contacts for the selected skill
group.
■
The Skill Summary Statistics display obtains information from the
CTI Server, and reports on all agents assigned to the selected skill
group regardless of team who are logged into the ACD through any
client application. For example, the agents might be logged in
through Agent Desktop, CAD-BE, or IP Phone Agent to handle voice
contacts, or through Cisco Unified E-Mail and Web Interaction
Manager to handle e-mail contacts.
CTI Server, and reports on all agents assigned to the selected skill
group regardless of team who are logged into the ACD through any
client application. For example, the agents might be logged in
through Agent Desktop, CAD-BE, or IP Phone Agent to handle voice
contacts, or through Cisco Unified E-Mail and Web Interaction
Manager to handle e-mail contacts.
Because of the different data sources, if agents are assigned to a
multimedia skill group, the two real time displays might report different
numbers of agents logged in.
multimedia skill group, the two real time displays might report different
numbers of agents logged in.
To view information similar to that in the Skill Agent State display that
includes information for agents handling non-voice contacts, you can
use the Cisco WebView or Cisco Unified Intelligence Center reporting
tools.
includes information for agents handling non-voice contacts, you can
use the Cisco WebView or Cisco Unified Intelligence Center reporting
tools.
Problem
The ASA (average speed of answer) statistic is not being updated in the
real-time displays in Supervisor Desktop.
real-time displays in Supervisor Desktop.
Solution
The data for this statistics comes from the ICM Admin Workstation HDS
database. If any entries on the following windows in the Agent Desktop
Configuration Setup tool were changed, Supervisor Desktop will not be
able to retrieve current statistics:
database. If any entries on the following windows in the Agent Desktop
Configuration Setup tool were changed, Supervisor Desktop will not be
able to retrieve current statistics:
■
ICM Admin Workstation Distributor window
■
ICM Admin Workstation Database window