Agent Statistics
118 NN44400-114 Contact Center Agent Desktop 2 December 2010
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
1 On the Agent Desktop Top bar, click User Preferences.
The User Preference and Statistics tabs appear on the left hand side of the
Agent Desktop.
2 Select 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.
