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 7.5(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.
For example, if the supervisor belongs to skill 1 and 2 and his team members belong to skills 2 and 3,
then the skill group statistics window for that supervisor will display 3 rows corresponding to skill group
1, 2, and 3.
then the skill group statistics window for that supervisor will display 3 rows corresponding to skill group
1, 2, and 3.
If the logged in agent is not configured as a supervisor, the skill group statistics window will only display
statistics for the skill groups to which the agent belongs.
statistics for the skill groups to which the agent belongs.
Note
Certain calls are not naturally associated with a given skill group--for example, a direct call to an agent's
phone. For reporting purposes, each call must be associated with a skill group.To provide for this,
Unified CC creates a default skill group. This default skill group is numbered and named by Unified CC
with what looks like a random string of digits, so as not to conflict with skill groups that users might
create.
phone. For reporting purposes, each call must be associated with a skill group.To provide for this,
Unified CC creates a default skill group. This default skill group is numbered and named by Unified CC
with what looks like a random string of digits, so as not to conflict with skill groups that users might
create.
The default skill group appears, of necessity, in the CTI OS Skill Group Statistics. As explained, Unified
CCE requires the existence of the default skill group and there is no mechanism for
renumbering/renaming it.
For more information on the default skill group, see the Installation and Configuration Guide for Cisco
Unified Contact Center Enterprise Edition, and the Reporting Guide for Cisco Unified Contact Center
Enterprise & Hosted Editions.
ReservationCallsHeld
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