Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent Real Time Displays
September 2011
57
Skills Statistics Display
The Skills Statistics Display (
) shows information about skill groups and the
resources available to answer calls that are routed to them. This information is
refreshed automatically every 30 seconds.
refreshed automatically every 30 seconds.
describes the fields that are listed in the Skills Statistics Display.
Figure 25.
Skills Statistics Display
Table 17.
Skills Statistics Display field descriptions
Field
Description
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. The name of this skill group
is usually a long string of numbers. For example, in
group will be displayed in the report. The name of this skill group
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.
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.
group.
Talk Average
Average talk time for inbound ACD calls counted as handled by
agents in the skill group.
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.