Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Skill Statistics
29-September-04
15
Skill Statistics
Skill statistics are available for viewing whenever you are logged into IP Phone
Agent.
Agent.
X
To access the skill statistics:
■
Press the Stats soft key to display the Skill Stats window
(see
(see
Figure 4.
Skill Stats window (default view).
The default view displays the Queue, CIQ, and LQT 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.
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.
Table 3.
Available Skill Stats statistics.
Statistic
Description
ACT
Average call time.
AWT
Average wait time.
CH
Number of calls handled by agents in the queue
today.
today.
CIQ
Number of calls currently in queue.
CT
Number of calls queued today.
14:23 12/17/02
2101
Skill Stats
Agent State: Talking
Update
Exit
Skill9555
2
00:06:16
Skill9554
3
00:05:20
Queue
CIQ
LQT