Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
Chapter 6 Interpreting Call and Statistical Information
Skill Group Statistics
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
Skill Group Statistics
The Skill Group Statistics display provides a feed of skill group statistics and
queue-level statistics.
queue-level statistics.
lists all the skill group statistics that appear in the
Skill Group Statistics display.
Skill group statistics behave differently if the logged in agent is configured as a
supervisor. If an agent is configured as a supervisor, the skill group statistics
window will display a row corresponding to each skill group to which the
supervisor belongs, as well as a row corresponding to each skill group to which
the supervisor's team members belong.
supervisor. If an agent is configured as a supervisor, the skill group statistics
window will display a row corresponding to each skill group to which the
supervisor belongs, as well as a row corresponding to each skill group to which
the supervisor's team members belong.
For example, if the supervisor belongs to skill 1 and 2 and his team members
belong to skills 2 and 3, then the skill group statistics window for that supervisor
will display 3 rows corresponding to skill group 1, 2, and 3.
belong to skills 2 and 3, then the skill group statistics window for that supervisor
will display 3 rows corresponding to skill group 1, 2, and 3.
If the logged in agent is not configured as a supervisor, the skill group statistics
window will only display statistics for the skill groups to which the agent belongs.
window will only display statistics for the skill groups to which the agent belongs.
Note
Certain calls are not naturally associated with a given skill group--for
example, a direct call to an agent's phone. For reporting purposes, each call
must be associated with a skill group. To provide for this, IPCC creates a
default skill group. This default skill group is numbered and named by IPCC
with what looks like a random string of digits, so as not to conflict with skill
groups that users might create.
example, a direct call to an agent's phone. For reporting purposes, each call
must be associated with a skill group. To provide for this, IPCC creates a
default skill group. This default skill group is numbered and named by IPCC
with what looks like a random string of digits, so as not to conflict with skill
groups that users might create.
BargeInCalls Today
Total number of supervisor call barge-ins
completed.
completed.
InterceptCalls Today
Total number of supervisor call intercepts
completed.
completed.
MonitorCalls Today
Total number of supervisor call monitors
completed.
completed.
WhisperCalls Today
Total number of supervisor whisper calls
completed.
completed.
EmergencyCalls Today
Total number of emergency calls .
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition