Руководство Пользователя для Cisco Cisco Computer Telephony Integration Option 9.0
6-3
Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
When alt-y is pressed, the statistics window is displayed and receives focus. To
move back to the main window, use alt-tab to cycle back to the statistics window.
Press alt-y when the statistics window is already displayed, the statistics window
will receive focus.
move back to the main window, use alt-tab to cycle back to the statistics window.
Press alt-y when the statistics window is already displayed, the statistics window
will receive focus.
The focus will not change when statistics update. For navigating the statistics
window, refer to the table in
window, refer to the table in
When a row in the statistics grid receives focus, press INSERT + Up Arrow to
have JAWS read back the contents of each cell in the row.
have JAWS read back the contents of each cell in the row.
When an individual cell in a row has focus, press F3 to have JAWS read back the
cell's column header along with the contents of the cell.
cell's column header along with the contents of the cell.
Note
In agent statistic names, Today is defined as the time since midnight.
Session is defined as the time since the agent logged in.
Session is defined as the time since the agent logged in.
Table 6-2
Agent Statistics Values
Statistic
Definition
AvailTime Session
Total time, in seconds, the agent was in
the Available state for any skill group.
the Available state for any skill group.
LoggedOnTime Session
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTime Session
Total time, in seconds, the agent was in
the Not Ready state for all skill groups.
the Not Ready state for all skill groups.
ICMAvailable TimeSession
Total time, in seconds, the agent was in
the ICM Available state.
the ICM Available state.
RoutableTime Session
Total time, in seconds, the agent was in
the Routable state for all skill groups.
the Routable state for all skill groups.
AgentOutCalls Session
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.