Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
6-9
CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted
Cisco CTI OS Release 7.2(1)
Chapter 6 Interpreting Call and Statistical Information
Skill Group Statistics
Skill Group Statistics
The Skill Group Statistics display provides a feed of skill group statistics and queue-level statistics.
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.
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.
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.
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.
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.
The default skill group appears, of necessity, in the CTI OS Skill Group Statistics. As explained, Unified
CCE requires the existence of the default skill group and there is no mechanism for
renumbering/renaming it.
For more information on the default skill group, see the IPCC Installation and Configuration Guide for
Cisco IPCC Enterprise Edition, and the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions.
Table 6-3
Skill Group Statistics Values
Statistic
Definition
AgentsLoggedOn
Number of agents that are currently
logged on to the skill group.
logged on to the skill group.
AgentsAvail
Number of agents for the skill group in
Available state.
Available state.
AgentsNotReady
Number of agents in the Not Ready
state for the skill group.
state for the skill group.
AgentsReady
Number of agents that are in work state
(TALKING, HELD, WORK_READY,
AVAILABLE, or RESERVED). This
statistic is used by the router to
determine the number of working
agents in the skill group when
estimating the expected delay. It is the
difference between AgentsLoggedOn
and AgentsNotReady. Reference
AgentsAvail to get the number of
agents that are available to take calls
right now.
(TALKING, HELD, WORK_READY,
AVAILABLE, or RESERVED). This
statistic is used by the router to
determine the number of working
agents in the skill group when
estimating the expected delay. It is the
difference between AgentsLoggedOn
and AgentsNotReady. Reference
AgentsAvail to get the number of
agents that are available to take calls
right now.