Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
34
March 25, 2013
Enterprise Data
The Enterprise Data Display is available when you select an active call under a specific
agent’s name in the Agents tree (
agent’s name in the Agents tree (
). The specific data that is displayed is
configured by your administrator.
Call History
The Call History real time display is available when you select an active call under a
specific agent’s name in the Agent’s tree (
specific agent’s name in the Agent’s tree (
).
This display presents a history of the call’s presence in the contact center.
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.
Table 18.
Agent Active Call real time display data (continued)
Name
Description
Figure 18.
Enterprise Data Display
Figure 19.
Call History Display
Table 19.
Call History real time display data
Name
Description
Threshold
The acceptable length of time that a call can stay at a specific device
or contact center. The administrator can assign caution and warning
thresholds to each device type, as well as a total threshold for a call.
or contact center. The administrator can assign caution and warning
thresholds to each device type, as well as a total threshold for a call.
If a call remains at a device longer than the defined caution and
warning thresholds, a caution or warning icon appears in this field.
warning thresholds, a caution or warning icon appears in this field.