Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Skill statistics are available for viewing whenever you are logged into IP Phone Agent. 
The Skill Stats screen is the default view (see 

You can access the Skill Stats screen from any other screen by pressing the Stats 
soft key. 

The default view displays the Skill Name, LQT (longest queue time), and CIQ (calls in 
queue) fields. There are eight possible statistics that can be displayed for each skill, 
but only a maximum of two can be displayed at any time. The display is configured by 
your system administrator. 

NOTE:  Due to the way ICM works, an ICM-generated default skill group will 
be displayed. This skill group’s name is usually a long string of numbers, for 
example, 000919530508. No agents are assigned to this skill group, and it 
can safely be ignored.

The screen displays the longest queue time (LQT) in h:mm:ss format and the number 
of calls in queue (CIQ) for the skill groups to which the agent belongs.

The statistics that can be displayed are listed in 

.

ACT

Average call time.

AWT

Average wait time.

14:23 02/15/04

2101

Skill Stats - ID:2311

Not Ready

Update

CData

sk6000

0:00:00

0

Skill Name

LQT

CIQ

State

sk6500

0:00:00

0