Agent Statistics

Prerequisites for Agent Statistics

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 (page 118)

Viewing the Skillset statistic chart (page 118)

Viewing the Agent statistic chart (page 119)

Enabling Service Level alerts (page 119)

Using the Statistics Ticker (page 120)

Accessing the Agent Statistics tab

Access 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.

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Viewing the Skillset statistic chart

View the skillset statistics chart to monitor statistics for the current skillset.

Prerequisites

Ensure the agent is a member of all necessary skillsets.

118 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya NN44400-114 manual Prerequisites for Agent Statistics, Accessing the Agent Statistics tab