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Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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Real Time Displays
June 2007
27
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.
Table 8. 
Team Agent Statistics real time display data 
Column Name
Description
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.
Max Ready
The longest time the agent spent in the Ready state 
today.
Avg Ready
The average time the agent spent in the Ready state 
today.
Total Ready
The total time the agent spent in the Ready state today.
Max Not Ready
The longest time the agent spent in the Not Ready state 
today.
Avg Not Ready
The average time the agent spent in the Not Ready state 
today.
Total Not Ready
The total time the agent spent in the Not Ready state 
today.
Max After Call Work
The longest time the agent spent in the Work Ready or 
Work Not Ready state today.