Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
6-9
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
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.
PreviewCallsHeldTimeToday
Total number of seconds outbound
Preview calls were placed on hold.
Preview calls were placed on hold.
ReservationCallsToday
Total number of agent reservation calls
completed by the agent.
completed by the agent.
ReservationCallsTalkTimeToday
Total talk time, in seconds, of agent
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent begins after-call work for the
call. The time includes hold time
associated with the call.
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent begins after-call work for the
call. The time includes hold time
associated with the call.
ReservationCallsTimeToday
Total handle time, in seconds, agent
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes after-call work for the
call. The time includes hold time
associated with the call.
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes after-call work for the
call. The time includes hold time
associated with the call.
ReservationCallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
ReservationCallsHeld
TimeToday
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
BargeInCallsToday
Total number of supervisor call barge-ins
completed.
completed.
InterceptCallsToday
Total number of supervisor call intercepts
completed.
completed.
MonitorCallsToday
Total number of supervisor call monitors
completed.
completed.
WhisperCallsToday
Total number of supervisor whisper calls
completed.
completed.
EmergencyCallsToday
Total number of emergency calls.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition