09-23-2013 03:36 AM - edited 03-14-2019 12:27 PM
Hello,
I need to know how in CAD, the agent statistics that include the number of handled calls, the total break time and other timers can be reset.
Do they automatically reset when the agent logs out and logs in again?
Or is there a manual way to reset them?
Thank you,
Sahar Hanna
Solved! Go to Solution.
09-23-2013 05:54 AM
There is not a reset mechanism, per se. Some of the statistics are valid for the current day, others for the current session. With respect to the latter, logging the agent out and back in will reset the statistics. The "Real Time Displays" portion of the Cisco Supervisor Guide does a decent job of identifying the point from which the fields or reports are calculated. eg.
Agent Logs – Call
The Call display is available when you select the Logs node underneath a specific
agent’s name in the Agents tree. This display presents a history of the calls made and received by the agent during the
current session....
09-23-2013 05:54 AM
There is not a reset mechanism, per se. Some of the statistics are valid for the current day, others for the current session. With respect to the latter, logging the agent out and back in will reset the statistics. The "Real Time Displays" portion of the Cisco Supervisor Guide does a decent job of identifying the point from which the fields or reports are calculated. eg.
Agent Logs – Call
The Call display is available when you select the Logs node underneath a specific
agent’s name in the Agents tree. This display presents a history of the calls made and received by the agent during the
current session....
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