Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
CAD-BE Interface
February 6, 2013
25
Enterprise Data
The enterprise data pane displays data associated with the selected call. The exact
data that is displayed is configured by your administrator.
data that is displayed is configured by your administrator.
Call Activity
The call activity section displays the call activity for the selected call.
lists the
available call activity fields.
NOTE: Some calls can be on multiple devices simultaneously. For
example, if a call is placed in multiple queues or is conferenced to
multiple extensions, the call activity section displays the duration of
the call on each individual device, and overlapping times are not
indicated. In this case the total duration is the sum of the time spent
on these overlapping devices, and is greater than the actual amount
of time the call spends in the contact center.
example, if a call is placed in multiple queues or is conferenced to
multiple extensions, the call activity section displays the duration of
the call on each individual device, and overlapping times are not
indicated. In this case the total duration is the sum of the time spent
on these overlapping devices, and is greater than the actual amount
of time the call spends in the contact center.
Thresholds
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator might assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator might assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
If a call remains at a device longer than the defined caution and warning thresholds, a
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
Table 7.
Call Activity fields
Field
Description
Device
List of devices the call passed through.
Type
Type of device the call passed through.
Description
Description of the device the call passed through.
Duration
The amount of time the call is at the device.
Total
Sum of all the durations listed.
Caution
Warning