Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
Chapter 6 Interpreting Call and Statistical Information
Skill Group Statistics
6-12
Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
Skill Group Statistics
The Skill Group Statistics display provides a feed of skill group statistics and
queue-level statistics.
queue-level statistics.
lists all the skill group statistics that appear in the
Skill Group Statistics display.
Note
On IPCC, if a logged-in agent is added to or removed from a skill group, the
Skill Group Statistics display will not reflect the agent’s new skill group
assignment until the agent logs out and logs in again.
Skill Group Statistics display will not reflect the agent’s new skill group
assignment until the agent logs out and logs in again.
LoggedOnTime Session
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTime Session
Total time, in seconds, the agent was in the
Not Ready state for all skill groups.
Not Ready state for all skill groups.
ICMAvailable TimeSession
Total time, in seconds, the agent was in the
ICM Available state.
ICM Available state.
RoutableTime Session
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.
AgentOutCalls Session
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition
Table 6-3
Skill Group Statistics Values
Statistic
Definition
AgentsLoggedOn
Number of agents that are currently
logged on to the skill group.
logged on to the skill group.
AgentsAvail
Number of agents for the skill group in
Available state.
Available state.
AgentsNotReady
Number of agents in the Not Ready
state for the skill group.
state for the skill group.