Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The real-time displays contain the information you need to manage your teams and 
agents. 

There are two types of displays: tabular and graphical.

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Tabular displays present skill group, team, and agent information in a grid. 

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Graphical displays present that same information as bar charts, except for the 
Agent vs. Team Statistics, which is presented as two pie charts.

NOTE:  Graphical displays are available at the Premium feature level 
only.

Tabular information can be sorted in ascending/descending order by clicking any 
column header in the grid. You can sort by one column only.

The Team Skill Statistics real-time display is available when you select the Skill 
Groups node in the Skill Groups tree. 

This display presents the details of each individual skill group, regardless of whether 
or not an agent with that skill is logged in. By default, the data displayed is sorted in 
ascending order by skill name. 

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.

Graphical displays of this information consist of bar charts with the skill name on the 
Y axis and any of the available statistics listed in the table below on the X axis, 
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).

Skill Name

The skill group identifier, as set up in IPCC. This column 
is required and cannot be disabled.

Agents

The number of agents logged in.

Calls Waiting

The number of calls currently in queue waiting for an 
agent.

Current Oldest

The time of the oldest call in queue.