Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
64
September 9, 2013
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.
0.
describes the fields that are listed in the Skills Statistics Display.
ACD Line
Indicates if the call came in on an ACD (Yes) or non-ACD (No)
line.
line.
Table 17.
Agent Call Log Display field descriptions (cont’d)
Field
Description
Figure 25.
Skills Statistics Display
Table 18.
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
skill 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.
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.
by agents in the skill group.