Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
6-2
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 9.0(1)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
Agent Statistics
The Agent Statistics display provides statistical information about the agent currently at the phone set
device. This information is updated periodically, as well as after a call.
device. This information is updated periodically, as well as after a call.
statistics that are visible on the Agent Statistics display.
When Alt+y is selected, the statistics window is displayed and receives focus. To move back to the main
window, use Alt+tab to cycle back to the statistics window. If you select Alt+y when the statistics
window is already displayed, the statistics window receives focus.
window, use Alt+tab to cycle back to the statistics window. If you select Alt+y when the statistics
window is already displayed, the statistics window receives focus.
The focus does not change when statistics update. For navigating the statistics window, see the table in
When a row in the statistics grid receives focus, select Insert+ Up Arrow to have JAWS read back the
contents of each cell in the row.
contents of each cell in the row.
When an individual cell in a row has focus, select F3 to have JAWS read back the cell column header
along with the contents of the cell.
along with the contents of the cell.
Note
In agent statistic names, Today is defined as the time since midnight. Session is defined as
the time since the agent logged in.
the time since the agent logged in.
ANI
The calling line ID of the caller, usually the caller’s
phone number.
phone number.
CED
The digits entered by the caller in response to IVR
prompting.
prompting.
DialedNumber
The number that the caller dialed.
CallType
The general classification of the call type.
UserToUserInfo
The ISDN user-to-user information element.
WrapUp
Call-related wrapup data.
Var1 through Var10
Call-related variable data.
Table 6-1
Call Information Values (continued)
Table 6-2
Agent Statistics Values
Statistic
Definition
AvailTimeSession
Total time, in seconds, the agent was in the
Available state for any skill group.
Available state for any skill group.
LoggedOnTimeSession
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTimeSession
Total time, in seconds, the agent was in the
Not Ready state for all skill groups.
Not Ready state for all skill groups.
ICMAvailableTimeSession
Total time, in seconds, the agent was in the
ICM Available state.
ICM Available state.
RoutableTimeSession
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.