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Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

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C H A P T E R
   
6-1
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(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 (the leftmost button in the Tools section of the CTI Toolkit Agent Desktop screen.).
Call Information
The Call Information section of the CTI Toolkit Agent Desktop screen displays call related data for each 
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.
Status
The status of the call, such as Ringing,Talking, or 
Held.
DNIS
The Dialed Number Identification Service number 
provided with the call.
ANI
The calling line ID of the caller, usually the caller’s 
phone number.