Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
32
July 2008
of day. The data in the report must be refreshed manually by clicking the Refresh
button on the toolbar.
button on the toolbar.
Agent Active Call
The Agent Active Call Display is available when you select an active call under a
specific agent’s name in the Agents tree (
specific agent’s name in the Agents tree (
This display presents information about each party in the current active call.
Table 17.
Agent ACD State Log Display data
Name
Description
State Start Time
The time the agent state was initiated.
Agent State
The ACD agent state.
Wrap-up Data
Any wrap-up data the agent entered, if the agent state
transitioned to is After Call Work (Work Ready or Work Not
Ready).
transitioned to is After Call Work (Work Ready or Work Not
Ready).
Reason Code
Any reason code the agent entered, if the agent state
transitioned to is Not Ready or Logout (if required).
transitioned to is Not Ready or Logout (if required).
State Duration
The length of time the agent was in the agent state.
Figure 17.
Agent Active Call Display
Table 18.
Agent Active Call real time display data
Name
Description
Name
Name of the parties in the call, if known. If this data is not known,
<Unavailable> is displayed.
<Unavailable> is displayed.
Number
The party’s phone number.
Call Status
Hook state of the party (Active or Held).
Duration
The length of time the party has been in the call.
Skill Group
The skill group ID the called was queued to, if applicable.