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.

Use the following keys to navigate the statistics window:

CallsQTimeToday

*

The total queue time, in seconds, of calls queued to the skill 
group. This field is set to -1 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 -1 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.