Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
26
March 25, 2013
Team Agent State
The Team Agent State Display is available when you select the Team node or Agents
node in the Agents tree (
node in the Agents tree (
).
This display presents the performance details for each agent on the team. By default,
the data displayed is sorted in ascending order by agent name.
the data displayed is sorted in ascending order by agent name.
The data is obtained from the Cisco Chat Service, and is 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 the information consists of a bar chart with ACD states on the
Y axis and the number of agents currently in each ACD state.
Y axis and the number of agents currently in each ACD state.
lists the fields
in the Team Agent State Display.
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 states today.
Ready states today.
Avg After Call
Work
The average time the agent spent in the Work Ready and Work
Not Ready states today.
Not Ready states today.
Total After Call
Work
The total time the agent spent in the Work Ready and Work Not
Ready states today.
Ready states today.
Other Time
The total time the agent spent in states other than Talking,
Ready, Not Ready, Work Ready, or Work Not Ready today.
Ready, Not Ready, Work Ready, or Work Not Ready today.
Table 13.
Team Agent Statistics Display data — Continued
Field
Description
Figure 12.
Team Agent State Display
Table 14.
Team Agent State real time display data
Field
Description
Agent Name
The agent’s name.
Agent ID
The agent’s ID.