NN44400-114 Contact Center Agent Desktop 2 December 2010 119
Agent Statistics
Procedure steps
Step Action
1 On the Agent Desktop statistics tab, select Contacts.
2 In the Skillset control, select the skillset to see the statistics.
A chart is displayed in the chart area showing the statistics.
3 You can toggle between a pie and bar chart by clicking the pie bar button on
the main statistics tab.
--End--
Viewing the Agent statistic chart
View the agent statistics chart to monitor statistics for agents in a skillset.
Procedure steps
Step Action
1 On the Agent Desktop statistics tab, select Agents.
2 In the Skillset control, select the skillset for which you want to see
Agent-related statistics.
A chart is displayed in the chart area showing the statistics.
3 You can toggle between a pie and bar chart by clicking the pie bar button on
the main statistics tab.
--End--
Enabling Service Level alerts
Activate Outlook style alerts if skillsets Service Level falls below the CCMA
defined threshold.
Procedure steps
Step Action
1 On the Agent Desktop statistics tab, click the Alerts check box to enable
Service Level alerts.
If a skillset Service Level falls below the CCMA defined threshold a alert
message box appears on the bottom right hand side of the screen. Clicking on
this alert box automatically opens the Agent Desktop statistics tab.
--End--
