Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco IP Phone Agent User Guide
14
June 2007
Skill Statistics
You can view skill statistics whenever you are logged into IP Phone Agent. The Skill
Stats screen is the default view. To access the Skill Stats screen from any other
screen, press the Stats soft key (see
Stats screen is the default view. To access the Skill Stats screen from any other
screen, press the Stats soft key (see
Figure 4.
Skill Statistics screen (default view).
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 appear at any time. The display is configured by your
system administrator.
queue) fields. There are eight possible statistics that can be displayed for each skill,
but only a maximum of two can appear at any time. The display is configured by your
system administrator.
NOTE: Cisco Unified Intelligent Contact Management (ICM)
automatically generates a default skill group. The name of the default
skill group usually consists of a long string of numbers (for example,
000919530508). No agents are assigned to this skill group, however,
and you may safely ignore it.
automatically generates a default skill group. The name of the default
skill group usually consists of a long string of numbers (for example,
000919530508). No agents are assigned to this skill group, however,
and you may safely ignore it.
The statistics that can be displayed are listed in
Table 2.
Available Skill Stats statistics
Statistic
Definition
Description
ACT
Average call time
The average length of time that agents spend
on the calls in the queue for your skill groups.
on the calls in the queue for your skill groups.
AWT
Average wait time
The average length of time that calls wait in
your queue before being answered.
your queue before being answered.
CH
Calls handled
The total number of calls handled by agents in
your queue today.
your queue today.
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