Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 3 Interpreting Call and Statistical Information
Skill Group Statistics
AgentsReady
Number of agents that are in work state (TALKING, HELD,
WORK_READY, AVAILABLE, or RESERVED). This
statistic is used by the router to determine the number of
working agents in the skill group when estimating the
expected delay. It is the difference between AgentsLoggedOn
and AgentsNotReady. Reference AgentsAvail to get the
number of agents that are available to take calls right now.
WORK_READY, AVAILABLE, or RESERVED). This
statistic is used by the router to determine the number of
working agents in the skill group when estimating the
expected delay. It is the difference between AgentsLoggedOn
and AgentsNotReady. Reference AgentsAvail to get the
number of agents that are available to take calls right now.
AgentsTalkingIn
Number of agents in the skill group currently talking on
inbound calls.
inbound calls.
AgentsTalkingOut
Number of agents in the skill group currently talking on
outbound calls.
outbound calls.
AgentsTalkingOther
Number of agents in the skill group currently talking on
internal (not inbound or outbound) calls.
internal (not inbound or outbound) calls.
AgentsWorkNot Ready
Number of agents in the skill group in the Work Not Ready
state.
state.
AgentsWorkReady
Number of agents in the skill group in the Work Ready state.
AgentsBusyOther
Number of agents currently busy with calls assigned to other
skill groups.
skill groups.
AgentsReserved
Number of agents for the skill group currently in the
Reserved state.
Reserved state.
AgentsHold
Number of calls to the skill group currently on hold.
AgentsICM Available
Number of agents in the skill group currently in the ICM
Available state.
Available state.
AgentsApplication Available
Number of agents in the skillgroup currently in the
Application Available state.
Application Available state.
AgentsTalkingAutoOut
Number of calls to the skill group currently talking on
AutoOut (predictive) calls.
AutoOut (predictive) calls.
AgentsTalking Preview
Number of calls to the skill group currently talking on
outbound Preview calls.
outbound Preview calls.
AgentsTalking Reservation
Number of calls to the skill group currently talking on agent
reservation calls.
reservation calls.
RouterCallsQNow
**
The number of calls currently queued by the CallRouter for
this skill group. This field is set to -1 when this value is
unknown or unavailable.
this skill group. This field is set to -1 when this value is
unknown or unavailable.
LongestRouterCallQNow
**
The queue time, in seconds, of the currently CallRouter
queued call that has been queued to the skill group the
longest. This field is set to -1 when this value is unknown or
unavailable.
queued call that has been queued to the skill group the
longest. This field is set to -1 when this value is unknown or
unavailable.
CallsQNow
*
The number of calls currently queued to the skill group. This
field is set to -1 when this value is unknown or unavailable.
field is set to -1 when this value is unknown or unavailable.
CallsQTimeNow
*
The total queue time, in seconds, of calls currently queued to
the skill group. This field is set to -1 when this value is
unknown or unavailable.
the skill group. This field is set to -1 when this value is
unknown or unavailable.
Table 3-3
Skill Group Statistics Values (continued)
Statistic
Definition