Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
62
September 9, 2013
describes the fields that are listed in the Agent Detail Display.
Table 16.
Agent Detail Display field descriptions
Field
Description
Calls Presented
The number of inbound calls (ACD or non-ACD) that are
delivered to your extension (cause your phone to ring). This
can be verified by counting the number of entries whose call
direction displays “Inbound” in the Agent Call Log for the
current day.
delivered to your extension (cause your phone to ring). This
can be verified by counting the number of entries whose call
direction displays “Inbound” in the Agent Call Log for the
current day.
Calls Handled
The number of inbound calls (ACD or non-ACD) that are
answered at your extension. This can be verified by counting
the number of entries whose Call Answered column displays
“Yes” in the Agent Call Log for inbound calls only for the
current day.
answered at your extension. This can be verified by counting
the number of entries whose Call Answered column displays
“Yes” in the Agent Call Log for inbound calls only for the
current day.
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.
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.
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.
Avg Not Ready
The total time spent in the Not Ready state divided by the
number of times spent in the Not Ready state.
number of times spent in the Not Ready state.
Total Not Ready
The total time spent in the Not Ready state.
Max After Call
Work
Work
The longest time spent in the Work Ready or Work Not Ready
state.
state.
Avg After Call Work
The total time spent in the Work Ready or Work Not Ready
states divided by the number of times spent in those states.
states divided by the number of times spent in those states.
Total After Call
Work
Work
The total time spent in the Work Ready or Work Not Ready
state.
state.