Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
26
June 2007
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.
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.
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.
the Y axis and the number of agents on the X axis.
Team Agent Statistics
The Team Agent Statistics real time display is available when you select the Team
node or Agents node in the Agents tree (see
node or Agents node in the Agents tree (see
).
Figure 12.
Team Agent Statistics real time display.
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.
currently logged into the ACD. By default, the data displayed is sorted in ascending
order by agent name.
Table 7.
Skill Agent Statistics real time display data
Column Name
Description
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.
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.
in the current 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.
Reason codes are available for the Not Ready and
Logout states only.