Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

1. On the dashboard toolbar, click Real-Time Displays. 

The Agent Real-Time Displays window is displayed.

2. From the Real-Time Displays field, select the Skills Statistics Real-Time 

Display.

The Skills Statistics Real-Time Display for the current day is shown. The 
information is refreshed automatically every 30 seconds.

Skill Name

Name/ID of the skill group.

NOTE: Due to the way ICM works, an ICM-generated 
default skill group will be displayed in the report. This skill 
group’s name is usually a long string of numbers. For 
example, in 

, it is 000919530508. No agents 

are assigned to this skill group, and it can safely be 
ignored.

Agents

Number of agents currently logged on to the skill group.

Calls Handled

Number of inbound ACD calls handled by agents in the 
skill group.

Talk Average

Average talk time for inbound ACD calls counted as 
handled by agents in the skill group.

Calls Waiting

Number of calls currently queued to the skill group.

Current Oldest

Duration of the oldest call in the queue.