Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
Chapter 5 Statistical Information
Skill Group Statistics
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted Release 7.1(1)
Note
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.
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.
ReservationCallsHeldToday
The total number of agent reservation
calls that agents in the skill group have
placed on hold at least once.
calls that agents in the skill group have
placed on hold at least once.
ReservationCallsHeldTimeToday
Total number of seconds agent
reservation calls were placed on hold
by agents in the skill group.
reservation calls were placed on hold
by agents in the skill group.
BargeInCallsToday
Total number of supervisor call
barge-ins completed in the skill group.
barge-ins completed in the skill group.
InterceptCallsToday
Total number of supervisor call
intercepts completed in the skill group.
intercepts completed in the skill group.
MonitorCallsToday
Total number of supervisor call
monitors completed in the skill group.
monitors completed in the skill group.
WhisperCallsToday
Total number of supervisor call
whispers completed by agents in the
skill group.
whispers completed by agents in the
skill group.
EmergencyCalls Today
Total number of emergency calls
completed by agents in the skill group.
completed by agents in the skill group.
Table 5-2
Skill Group Statistics Values (continued)
Statistic
Definition