Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Team Agent Statistics real-time display is available when you select the Team 
node or Agents node in the Agents tree.

This display presents the real-time state of the agents on the selected team who are 
currently logged into the ACD. By default, the data displayed is sorted in ascending 
order by agent name.

The data is obtained from the CAD Recording & Statistics service, and is 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 30 
seconds.

Graphical displays of the information consist of bar charts with agent names on the Y 
axis and the average amount of time (hh:mm:ss) the agent spent in a selected ACD 
state.

Reason Code

The reason why the agent is in the current ACD state. 
Reason codes are available for the Not Ready and 
Logout states only. 

Agent Name

The agent’s name.

Agent ID

The agent’s ID.

Logon Time

The total amount of time the agent has been logged into 
the ACD today.

Calls Presented

The number of inbound calls (ACD and non-ACD) 
presented to the agent today.

Calls Handled

The number of inbound calls (ACD and non-ACD) 
presented to and answered by the agent today.

Max Talking

The longest talk time of all calls handled today.

Avg Talking

The average talk time and hold time of all calls handled 
today.

Total Talking

The total talk time and hold time of all calls handled 
today.