Cisco Cisco Computer Telephony Integration Option 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
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 you are a supervisor. For supervisors, the skill group statistics
window displays a row corresponding to each skill group to which you belong, as well as a row
corresponding to each skill group to which your team members belong.
window displays a row corresponding to each skill group to which you belong, as well as a row
corresponding to each skill group to which your team members belong.
For example, if you belong to skill 1 and 2 and your team members belong to skills 2 and 3, then the skill
group statistics window will display three rows corresponding to skill groups 1, 2, and 3.
group statistics window will display three rows corresponding to skill groups 1, 2, and 3.
If you are not a supervisor, the skill group statistics window only displays statistics for the skill groups
to which you belong.
to which you belong.
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 CCE creates a default skill group. This default skill group is numbered and named by Unified
CCE with what looks like a random string of digits, so as not to conflict with skill groups that users might
create. there is no mechanism for renumbering/renaming it.
phone. For reporting purposes, each call must be associated with a skill group.To provide for this,
Unified CCE creates a default skill group. This default skill group is numbered and named by Unified
CCE with what looks like a random string of digits, so as not to conflict with skill groups that users might
create. there is no mechanism for renumbering/renaming it.
Note
In skill group statistic names: To5 refers to the current five-minute interval. ToHalf refers to the current
half-hour interval. Today is defined as the time since midnight. Session is defined as the time since the
agent logged in.
half-hour interval. Today is defined as the time since midnight. Session is defined as the time since the
agent logged in.
ReservationCallsHeldToday
The total number of completed agent reservation calls the agent
has placed on hold at least once.
has placed on hold at least once.
ReservationCallsHeld
TimeToday
TimeToday
Total number of seconds agent reservation calls were placed on
hold.
hold.
BargeInCallsToday
Total number of supervisor call barge-ins completed.
InterceptCallsToday
Total number of supervisor call intercepts completed.
MonitorCallsToday
Total number of supervisor call monitors completed.
WhisperCallsToday
Total number of supervisor whisper calls completed.
EmergencyCallsToday
Total number of emergency calls.
Table 3-2
Agent Statistics Values (continued)
Statistic
Definition
Table 3-3
Skill Group Statistics Values
Statistic
Definition
AgentsLoggedOn
Number of agents that are currently logged on to the skill
group.
group.
AgentsAvail
Number of agents for the skill group in Available state.
AgentsNotReady
Number of agents in the Not Ready state for the skill group.