Refer to the exhibit. In a Cisco Finesse 10.0(x) deployment, in Supervisor Gadget under the Queue Statistics pane, which option describes what the Other column represents?

Question

Exhibit

Options

• Anumber of agents assigned to the queue who are on inbound calls
• Bnumber of calls handled by the agents associated with that queue
• Cnumber of agents assigned to the queue who are on outbound calls
• Dnumber of agents assigned to the queue who are on internal consult calls

• A
  7% (4)
• B
  2% (1)
• C
  3% (2)
• D
  88% (53)

Explanation

In Cisco Finesse 10.0(x), the Other column in the Queue Statistics pane tracks agents assigned to that queue who are currently engaged in internal consult calls - calls between agents or supervisors within the contact center, not customer-facing activity. Option A is wrong because inbound calls are tracked in a dedicated Inbound column. Option B is incorrect because calls handled (completed) are a historical metric shown separately, not a real-time agent state column. Option C is wrong because outbound calls have their own Outbound column in the statistics pane.

Memory tip: Think of "Other" as the catch-all for agent activity that is neither inbound from customers nor outbound to customers - internal consults are the "other" kind of call that doesn't fit either customer-facing category.

No community discussion yet for this question.