Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Real Time Displays
March 25, 2013
23
Skill Summary Statistics
The Skill Summary Statistics Display is available when you select a specific skill from
the Skill Groups tree (
the Skill Groups tree (
).
This display presents a summary of a specific skill group’s statistics. These statistics
are from the entire contact center, not just from members of the selected team.
are from the entire contact center, not just from members of the selected team.
The data is obtained from the CTI server unless otherwise noted, and are 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
60 seconds.
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
60 seconds.
There is no graphical display available for these statistics.
lists the fields in
the Skill Summary Statistics Display.
Figure 9.
Skill Summary Statistics Display
Table 11.
Skill Summary Statistics Display data
Field
Description
Skill Name
The skill group identifier, as set up in Cisco Unified CCE. This
column is required and cannot be disabled.
column is required and cannot be disabled.
Agents
The number of agents assigned to the skill group who are logged
in.
in.
Calls Waiting
The number of calls currently in queue waiting for an agent.
Current Oldest
The time of the oldest call in queue.
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.
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.
agents.
Talk Average
The average amount of time agents in the skill group spend in the
Talking state.
Talking state.