Cisco Systems ICM Software Version 4.5 Manual de usuario Pagina 182
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182 Template Reference
entskg01_status_#_graph
Description
This template generates a real-time, stacked bar graph that shows the
number of active agents from selected enterprise skill groups who are
currently in any of four agent states.
Database Table
Skill_Group_Real_Time
Data
Agents available. The number of agents who are in the Available state
(that is, not occupied with any call activity and ready to accept
calls).
Agents idle. The number of agents who are logged on, not involved in a
call or after-call work, and are not available to receive a call.
Agents talking. The number of agents who are involved in a call
(inbound, outbound, or internal).
Agents in wrap-up. The number of agents who are involved in
after-call work. After-call work includes activities such as
completing necessary paperwork or consulting work.
Example
The total number of all agents in these four states is the number of
agents Logged On.
- Cisco ICM Software 1
- Supervisor Guide 1
- Contents 3
- Contents v 5
- Contents vii 7
- Contents ix 9
- Contents xi 11
- Audience 13
- Organization 13
- Typographic Conventions 14
- Other Publications 15
- 1. Overview 17
- 1. Overview 19
- Intelligent Call 20
- gathers enterprise call and 21
- 1.1.8. Network ICR 23
- Enterprise Skill Groups 26
- Peripheral Skill Groups 26
- 1.2.4. Service Arrays 28
- 1.2.5. Routes 29
- 34 Overview 34
- 36 Overview 36
- 2. The Admin Workstation 37
- EOTEL Admin Workstation 38
- 2. Admin Workstation 39
- 2.2.3. Monitor-Only AW 40
- 2.3. Monitor ICR Reporting 41
- 2.4.2. Analyzing the Data 45
- 2.5. Web View 47
- 48 The Admin Workstation 48
- 3. Creating a Report 49
- 3.1. The Report Example 50
- 3. Creating a Report 51
- 3.2. Starting Monitor ICR 52
- TRL key as you click 54
- 3.4. Launching the Report 56
- 3.6. Printing the Report 59
- 3.7. Saving the Report 59
- 3.8. Opening the Report 61
- 3.9. Setting Thresholds 61
- AB. (In the real-time 62
- 3.10. Adding Drill-Downs 64
- 3.11. Saving Your Workspace 67
- 4. Reporting Basics 69
- 4.2. Starting Monitor ICR 71
- 4.2.1. Toolbar Options 72
- 4.2.2. On-Line Help 73
- Press F1 74
- 4.2.3. Controller Time 74
- Date and Time 76
- Items 76
- Templates 76
- Category and Scope 76
- 4.3.2. Date and Time 80
- 4.3.3. Items 83
- 4.3.4. Templates 84
- 4.3.5. Launching Templates 85
- 4.4. Working with Reports 86
- 4.4.3. Shuffle Mode 90
- 4.6. Printer Setup 94
- 4.7. Printing Reports 96
- 4.8. Opening Saved Reports 96
- 4.9. File Association 97
- 4.10. Saving Your Workspace 98
- 4.13. Exporting Report Data 101
- 4. Reporting Basics 103
- 4.15. User Information 105
- 5. Setting Thresholds and 107
- Drill-Downs 107
- +). The report window is 108
- 5. Setting Thresholds 109
- 5.2.1. Drill-Down Hierarchy 110
- 5.2.2. Adding Drill-Downs 111
- 5.2.4. Invoking Drill-Downs 113
- See also: 115
- 6. Scheduling Reports 117
- 6.1. ICR Job Scheduler 118
- 6. Scheduling Reports 119
- 7. Available Data 125
- 7.1. Skill Group Data 126
- 7.2. Agent Data 128
- 7. Available Data 129
- 138 Available Data 138
- 140 Available Data 140
- 7.4. Service Data 141
- 7.5. Enterprise Data 145
- 7.6. Trunk Group Data 146
- 7.8. Service Array Data 147
- 7.9. Route Data 148
- 7.10. Peripheral Data 149
- 7.12. Call Type Data 151
- 7.13. Routing Client Data 151
- 7.14. Schedule Import Data 152
- 8. Template Reference 153
- See also: 154
- 8. Template Reference 155
- EOTEL Intelligent 216
- 288 Template Reference 288
- Glossary 289
- EOTEL•Agent Reporting 290
- ALT+SPACEBAR 295
- ALT+HYPHEN 295
- EOTEL•Enterprise Agent 298
- —Symbols— 319
- —Numbers— 319
- 320 Index 320
- Index 321 321
- 322 Index 322
- Index 323 323
- 324 Index 324
- Index 325 325
- 326 Index 326
- Index 327 327
- 328 Index 328
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