Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide 7.1
48
November 2006
The Agent ACD State Log Display for the current day is shown. You can
update the information by clicking the Refresh button.
update the information by clicking the Refresh button.
Agent Detail Real-Time Display
The Agent Detail Real-Time Display (see
) shows your performance
statistics for the current day.
Figure 25.
Agent Detail Real-Time Display
Table 11.
Agent Detail Real-Time Display fields
Field
Description
Calls Presented
The number of inbound calls (ACD or non-ACD) that are
delivered to your extension (causes your phone to ring).
delivered to your extension (causes your phone to ring).
Calls Handled
The number of inbound calls (ACD or non-ACD) that are
answered at your extension.
answered at your extension.
Max Talking
The length of the longest call (talk time + hold time).
Avg Talking
The total time on calls (all talk time + all hold time) divided
by the number of calls.
by the number of calls.
Total Talking
The total time on calls (all talk time + all hold time).
Max Ready
The longest time spent in the Ready state.
Avg Ready
The total time spent in the Ready state divided by the
number of times spent in the Ready state.
number of times spent in the Ready state.
Total Ready
The total time spent in the Ready state.
Max Not Ready
The longest time spent in the Not Ready state.