Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Real Time Displays

March 25, 2013

29

Calls



Handled

Agent: The number of inbound calls (ACD and non-ACD) presented to 
and answered by the agent today.

Team: The number of inbound calls (ACD and non-ACD) presented to 
and answered by all members of the team today.

Max



Talking

Agent: The longest talk time of all calls handled today.

Team: The longest talk time of all calls handled by any member of the 
team today.

Avg



Talking

Agent: The average talk and hold time of all calls handled today.

Team: The average talk and hold time of all calls handled by all 
members of the team today.

Total



Talking

Agent: The total talk and hold time of all calls handled today.

Team: The total talk and hold time of all calls handled by all members 
of the team today.

Max



Ready

Agent: The longest time the agent spent in the Ready state today.

Team: The longest time any member of the team spent in the Ready 
state today.

Avg



Ready

Agent: The average time the agent spent in the Ready state today.

Team: The average time all members of the team spent in the Ready 
state today.

Total



Ready

Agent: The total time the agent spent in the Ready state today.

Team: The total time all members of the team spent in the Ready 
state today.

Max



Not Ready

Agent: The longest time the agent spent in the Not Ready state today.

Team: The longest time any member of the team spent in the Not 
Ready state today

Avg



Not Ready

Agent: The average time the agent spent in the Not Ready state today.

Team: The average time all members of the team spent in the Not 
Ready state today.

Total



Not Ready

Agent: The total time the agent spent in the Not Ready state today.

Team: The total time all members of the team spent in the Not Ready 
state today.

Table 15. 

Agent vs. Team Statistics Display data — Continued

Field

Description