Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Skill Agent Statistics real-time display is available when you select a specific skill 
from the Skill Groups tree. 

This display presents information about each agent logged into the ACD and 
assigned to the selected skill group. By default, the data displayed is sorted in 
ascending order by agent name.

The data is obtained from the CAD Chat service, and are for the current day starting 
at midnight. The data refresh rate is 1 second, and is not configurable.

The graphical display of this information consists of a bar chart with the ACD states 
on the Y axis and the number of agents on the X axis. 

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.

Agent Name

The agent’s name.

Agent ID

The agent’s ID.

Current State

The agent’s current ACD state.

Skill Group

The skill group ID of the ACD call the agent is currently 
servicing (in Talking state). If there is no call, or if the call 
is a non-ACD call, this field is blank.

State Duration

The amount of time, in seconds, that the agent has been 
in the current ACD state.