Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
28
March 25, 2013
the team as a whole (
The ACD states compared are:
■
Ready
■
Not Ready
■
Talking
■
After Call Work (Work Ready and Work Not Ready)
■
Other (all other ACD states not listed here)
lists the fields in the Agent vs. Team statistics display.
Figure 14.
Agent vs. Team Percent Time in State Display
Table 15.
Agent vs. Team Statistics Display data
Field
Description
ID
Identifies the statistics as for the selected agent or the team.
Logon
Time
The amount of time the agent and team have been logged into Agent
Desktop.
Desktop.
Calls
Presented
Agent: The number of inbound calls (ACD and non-ACD) presented to
the agent today.
the agent today.
Team: The total number of inbound calls (ACD and non-ACD)
presented to all members of the team today.
presented to all members of the team today.