Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
6-8
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
Chapter 6 Statistical Information
Skill Group Statistics
Skill Group Statistics
The Skill Group Statistics display provides a feed of skill group statistics and queue-level statistics.
lists all the skill group statistics that appear in the Skill Group Statistics display.
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.
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.
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 IPCC Installation and Configuration Guide for
Cisco IPCC Enterprise Edition, and the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions.
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.
ReservationCallsTimeToday
Total handle time, in seconds, agent
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes after call work time
for the call. The time includes hold time
associated with the call.
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes after call work time
for the call. The time includes hold time
associated with the call.
ReservationCallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
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 6-1
Agent Statistics Values (continued)
Statistic
Definition