Agent Statistics
118 NN44400-114 Contact Center Agent Desktop 2 December 2010
• Ensure that you have a Contact Center Web Statistics (CCWS) license.
Attention: Support is not available for microbrowsers, such as those available
for Win CE 2.0, WinTV, PDAs, or other portable devices.
Navigation •Accessing the Agent Statistics tab (page118)
•Viewing the Skillset statistic chart (page118)
•Viewing the Agent statistic chart (page119)
•Enabling Service Level alerts (page 119)
•Using the Statistics Ticker (page120)
Accessing the Agent Statistics tabAccess the Agent Statistic tab to define and view agent and skillset charts.
Prerequisites
• Ensure that your status is set to Logged on.
Procedure steps
Step Action
1On the Agent Desktop Top bar, click User Preferences.
The User Preference and Statistics tabs appear on the left hand side of the
Agent Desktop.
2Select the Statistics tab, to display the Agent Statistics tab and controls.
--End--
Viewing the Skillset statistic chartView the skillset statistics chart to monitor statistics for the current skillset.
Prerequisites
• Ensure the agent is a member of all necessary skillsets.