Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
24
July 2008
Skill Agent State
The Skill Agent State Display is available when you select a specific skill from the Skill
Groups tree (
Groups tree (
).
This display presents information about each agent logged into the ACD and assigned
to the selected skill group. By default, the data displayed is sorted in ascending order
by agent name.
to the selected skill group. By default, the data displayed is sorted in ascending order
by agent name.
The data is obtained from the Cisco Chat Service, and are for the current day starting
at midnight. The data refresh rate is 1 second, and is not configurable.
at midnight. The data refresh rate is 1 second, and is not configurable.
The graphical display of this information consists of a bar chart with the ACD states on
the Y axis and the number of agents on the X axis.
the Y axis and the number of agents on the X axis.
Figure 10.
Skill Agent State Display
Table 12.
Skill Agent State Display data
Name
Description
Agent Name
The agent’s name.
Agent ID
The agent’s ID.
Current State
The agent’s current ACD state.
Skill Group
The skill group ID of the ACD call the agent is currently servicing
(in Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
(in Talking state). If there is no call, or if the call is a non-ACD call,
this field is blank.
State Duration
The amount of time, in seconds, that the agent has been in the
current ACD state.
current ACD state.
Reason Code
The reason why the agent is in the current ACD state. Reason
codes are available for the Not Ready and Logout states only.
codes are available for the Not Ready and Logout states only.