Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
26
March 25, 2013
Team Agent Statistics
The Team Agent Statistics Display is available when you select the Team node or
Agents node in the Agents tree (
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.
currently logged into the ACD. By default, the data displayed is sorted in ascending
order by agent name.
NOTE: If the agent is assigned to a new team while logged in, that
agent will still show up as a member of the old team in the Team
Agent Statistics display until the agent logs out and logs in again.
After logging in, the agent will show up as a member of the new team
in the Team Agent Statistics display.
agent will still show up as a member of the old team in the Team
Agent Statistics display until the agent logs out and logs in again.
After logging in, the agent will show up as a member of the new team
in the Team Agent Statistics display.
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 and ranges from
every 5 to 60 seconds. By default it is every 15 seconds.
current day starting at midnight. The data refresh rate is configurable and ranges from
every 5 to 60 seconds. By default it is every 15 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.
Y axis and the average amount of time (hh:mm:ss) the agent spent in a selected 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.
Table 12.
Skill Agent State Display data (continued)
Name
Description
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.
the agent today.