Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
6-1
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 9.0(1)
6
Interpreting Call and Statistical Information
This chapter discusses the CTI Toolkit Agent Desktop call information and statistical displays.
•
Call Information
•
Agent Statistics
•
Skill Group Statistics
The Call Information display appears on the main CTI Toolkit Agent Desktop screen.
The Agent Statistics and Skill Group Statistics displays appear as a separate window when you click the
Statistics button (in the Tools section of the CTI Toolkit Agent Desktop screen).
Statistics button (in the Tools section of the CTI Toolkit Agent Desktop screen).
Figure 6-1
CTI Toolkit Statistics
Call Information
The Call Information section of the CTI Toolkit Agent Desktop screen displays call-related data for each
call currently on the softphone.
call currently on the softphone.
lists and describes each column in the Call Information
section.
Table 6-1
Call Information Values
Column
Definition
CallID
The Call ID value assigned to this call by the
peripheral or the ICM.
peripheral or the ICM.
Status
The status of the call, such as Ringing, Talking, or
Held.
Held.
DNIS
The Dialed Number Identification Service number
provided with the call.
provided with the call.