Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Skill Summary Statistics real-time display is available when you select a specific 
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.

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.

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. 

Calls Handled

The number of calls presented, answered, and 
completed by agents.

Talk Average

The average amount of time agents in the skill group 
spend in the Talking state.

Skill Name

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

Agents

The number of agents assigned to the skill group who 
are 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.