Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco IP Phone Agent User Guide
14
April 2011
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.
Stats screen is the default view. To access the Skill Stats screen from any other
screen, press the Stats soft key.
shows a sample Skill Stats screen. Your screen might differ.
NOTE: To perform any call control actions when the Skill Stats screen
is displayed (for instance, to make a call), you must first press
Services to return to the normal phone display screen.
is displayed (for instance, to make a call), you must first press
Services to return to the normal phone display screen.
The Skill Stats screen displays the following information:
■
LQT (longest queue time): the longest time spent by a call in your queue,
displayed in h:mm:ss format
displayed in h:mm:ss format
■
CIQ (calls in queue): the number of calls currently in your queue
■
Queue (skill name)
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 can 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 can safely ignore it.
Refresh Rate
The default refresh rate for the Skill Stats screen is 10 seconds. You can also refresh
the screen manually by pressing the Update soft key.
the screen manually by pressing the Update soft key.
Figure 4.
Skill Stats screen
14:23 02/15/10
2101
Skill Stats - ID:2311
Not Ready
Update
CData
0:00:00
3
sk6000
LQT
CIQ
Queue
State
0:00:00
0
sk6500
0:00:00
0
000919530508