Cisco Cisco Computer Telephony Integration OS 8.5 User Guide

*

 This statistic is available for TDM switches only. It is not valid for Unified CCE.

**

 This statistic is available for Unified CCE only or for Network Queuing.

The statistics that are displayed on the skill group statistics window are the 
summary statistics for all the sub-skills within the skill group. This may lead 
to some confusing situations. 

 

 
For example: An agent in skill group 1, sub-skill A may see in his Statistics 
window that skill group 1 has calls in queue even though he is available and 
not receiving any calls, because the calls are queued to skill group 1, sub-skill 
B.

InterceptCallsToday

Total number of supervisor call 
intercepts completed in the skill group.

MonitorCallsToday

Total number of supervisor call 
monitors completed in the skill group.

WhisperCallsToday

Total number of supervisor call 
whispers completed by agents in the 
skill group.

EmergencyCallsToday

Total number of emergency calls 
completed by agents in the skill group.

CallsQToday

*

The number of calls queued to the skill. 
This field is set to 0xFFFFFFFF when 
this value is unknown or unavailable.

CallsQTimeToday

*

The total queue time, in seconds, of 
calls queued to the skill group. This 
field is set to 0xFFFFFFFF when this 
value is unknown or unavailable.

LongestCallQToday

*

The longest queue time, in seconds, of 
all calls queued to the skill group. This 
field is set to 0xFFFFFFFF when this 
value is unknown or unavailable.