Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Agent Active Call real-time display is available when you select an active call 
under a specific agent’s name in the Agents tree. 

This display presents information about each party in the current active call. 

The Enterprise Data real-time display is available when you select an active call under 
a specific agent’s name in the Agents tree. The data displayed is configured by your 
administrator.

The Call History real-time display is available when you select an active call under a 
specific agent’s name in the Agent’s tree. 

This display presents a history of the call’s presence in the contact center. 

Name

Name of the parties in the call, if known. If this data is 
not known, <unavailable> is displayed.

Number

The party’s phone number.

Call Status

Hook state of the party (Active or Held).

Duration

The length of time the party has been in the call.

Skill Group

The skill group ID the called was queued to, if 
applicable.

Threshold

The acceptable amount of time a call can remain at a 
particular device or contact center. The administrator 
may assign caution and warning threshold values to 
each device type, as well as a total threshold value for a 
call. 

If a call remains at a device longer than the defined 
caution and warning thresholds, a caution or warning 
icon is displayed in this field.