Manualsbrain.com
  1. Manuais
  2. Marcas
  3. Cisco
  4. Cisco Agent Desktop 8.5
  5. Guia Do Utilizador

Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Download
Página de 72
Real Time Displays
July 2008
25
Team Agent Statistics
The Team Agent Statistics Display is available when you select the Team node or 
Agents node in the Agents tree (
This display presents the real time state of the agents on the selected team who are 
currently logged into the ACD. By default, the data displayed is sorted in ascending 
order by agent name.
The data is obtained from the CAD Recording & Statistics service, and is 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 
30 seconds.
Graphical displays of the information consist of bar charts with agent names on the 
Y axis and the average amount of time (hh:mm:ss) the agent spent in a selected ACD 
state.
Figure 11. 
Team Agent Statistics Display
Table 13. 
Team Agent Statistics Display data 
Name
Description
Agent Name
The agent’s name.
Agent ID
The agent’s ID.
Logon Time
The total time the agent has been logged into the ACD today.
Calls Presented
The number of inbound calls (ACD and non-ACD) presented to 
the agent today.
Calls Handled
The number of inbound calls (ACD and non-ACD) presented to 
and answered by the agent today.
Max Talking
The longest talk time of all calls handled today.
Avg Talking
The average talk time and hold time of all calls handled today.
Total Talking
The total talk time and hold time of all calls handled today.
Max Ready
The longest time the agent spent in the Ready state today.
Avg Ready
The average time the agent spent in the Ready state today.
Total Ready
The total time the agent spent in the Ready state today.