Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
11-4
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 11 SkillGroup Object
Statistics
LongestCallQNow
*
The queue time, in seconds, of the
currently queued call that has been
queued to the skill group the longest.
This field is set to 0xFFFFFFFF when
this value is unknown or unavailable.
currently queued call that has been
queued to the skill group the longest.
This field is set to 0xFFFFFFFF when
this value is unknown or unavailable.
AvailTimeTo5
Total seconds agents in the skill group
were in the Available state.
were in the Available state.
LoggedOnTimeTo5
Total time, in seconds, agents in the
skill group were logged on.
skill group were logged on.
NotReadyTimeTo5
Total seconds agents in the skill group
were in the Not Ready state.
were in the Not Ready state.
AgentOutCallsTo5
Total number of completed outbound
ACD calls made by agents in the skill
group.
ACD calls made by agents in the skill
group.
AgentOutCallsTalk TimeTo5
Total talk time, in seconds, for
completed outbound ACD calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated by the agent to
the time the agent begins after call
work for the call. The time includes
hold time associated with the call.
completed outbound ACD calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated by the agent to
the time the agent begins after call
work for the call. The time includes
hold time associated with the call.
AgentOutCallsTimeTo5
Total handle time, in seconds, for
completed outbound ACD calls
handled by agents in the skill group.
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.
completed outbound ACD calls
handled by agents in the skill group.
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.
AgentOutCallsHeldTo5
The total number of completed
outbound ACD calls agents in the skill
group have placed on hold at least
once.
outbound ACD calls agents in the skill
group have placed on hold at least
once.
AgentOutCallsHeldTimeTo5
Total number of seconds outbound
ACD calls were placed on hold by
agents in the skill group.
ACD calls were placed on hold by
agents in the skill group.
HandledCallsTo5
The number of inbound ACD calls
handled by agents in the skill group.
handled by agents in the skill group.
HandledCallsTalk TimeTo5
Total talk time in seconds for Inbound
ACD calls counted as handled by
agents in the skill group. Includes hold
time associated with the call.
ACD calls counted as handled by
agents in the skill group. Includes hold
time associated with the call.
Table 11-2
Skill Group Statistics (continued)
Statistic
Definition