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.
--End--
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 | 2 December 2010 |