Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

*

 This statistic is available for TDM switches only. It is not valid for Unified CCE.

**

 This statistic is available for Unified CCE only or for Network Queuing.

The statistics that are displayed on the skill group statistics window are the summary statistics for all the 
sub-skills within the skill group. This may lead to some confusing situations. 

 

 
For example: An agent in skill group 1, sub-skill A may see in his Statistics window that skill group 1 
has calls in queue even though he is available and not receiving any calls, because the calls are queued 
to skill group 1, sub-skill B.

To display the the Statistics Window, press Alt-y.To move back and forth from the main window and the 
statistics window, use Alt-Tab.  If you press Alt-y when the statistics window is already displayed, the 
statistics window will receive focus.

The focus will not change when statistics update.

Use the following keys to navigate the statistics window:

When a row in the statistics grid receives focus, press INSERT + Up Arrow to have JAWS read back the 
contents of each cell in the row.

CallsQTimeToday

*

The total queue time, in seconds, of 
calls queued to the skill group. This 
field is set to 0xFFFFFFFF when this 
value is unknown or unavailable.

LongestCallQToday

*

The longest queue time, in seconds, of 
all calls queued to the skill group. This 
field is set to 0xFFFFFFFF when this 
value is unknown or unavailable.

Tab

Move to the element that follows the grid in the tab 
order.

Shift-tab

Move to the element that precedes the grid in the tab 
order.

Right arrow

Move to the cell to the right of the current cell. 

Left arrow

Move to the cell to the left of the current cell. 

Up arrow

Move to the cell above the current cell. 

Down arrow

Move to the cell below the current cell.