Cisco Cisco Agent Desktop 9.0 Guia Do Utilizador
Real-Time Displays
November 2006
17
Skill Summary Statistics
The Skill Summary Statistics real-time display is available when you select a specific
skill from the Skill Groups tree.
skill from the Skill Groups tree.
This display presents a summary of a specific skill group’s statistics. These statistics
are from the entire contact center, not just from members of the selected team.
are from the entire contact center, not just from members of the selected team.
The data is obtained from the CTI server unless otherwise noted, and are for the
current day starting at midnight. The data refresh rate is configurable. By default it is
every 15 seconds. The minimum rate is 5 seconds, and the maximum rate is 60
seconds.
current day starting at midnight. The data refresh rate is configurable. By default it is
every 15 seconds. The minimum rate is 5 seconds, and the maximum rate is 60
seconds.
There is no graphical display available for these statistics.
ASA
Average speed of answer. The average amount of time a
caller waits in queue for an agent, calculated by dividing
the skill group wait time by the number of calls
answered by the skill group. The data for this statistic
comes from the AW HDS database, not from the CTI
server.
caller waits in queue for an agent, calculated by dividing
the skill group wait time by the number of calls
answered by the skill group. The data for this statistic
comes from the AW HDS database, not from the CTI
server.
Calls Handled
The number of calls presented, answered, and
completed by agents.
completed by agents.
Talk Average
The average amount of time agents in the skill group
spend in the Talking state.
spend in the Talking state.
Table 5.
Team Skill Statistics real-time display data — Continued
Column Name
Description
Table 6.
Skill Summary Statistics real-time display data
Column Name
Description
Skill Name
The skill group identifier, as set up in IPCC. This column
is required and cannot be disabled.
is required and cannot be disabled.
Agents
The number of agents assigned to the skill group who
are logged in.
are logged in.
Calls Waiting
The number of calls currently in queue waiting for an
agent.
agent.
Current Oldest
The time of the oldest call in queue.