Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
11-2
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 11 SkillGroup Object
Statistics
To access statistics, first use GetValue on the Skill Group object to obtain the Statistics arguments array,
then use GetValue to obtain the desired value.
then use GetValue to obtain the desired value.
Note
Not all the statistics values listed in
particular statistic value is available depends both on the protocol version of CTIServer with which CTI
OS connects and on the peripheral on which the agent resides.The statistics listed in
OS connects and on the peripheral on which the agent resides.The statistics listed in
are
available in Protocol Version 8 of CTI Server.
One very important real-time skillgroup statistic is the number of calls currently in queue. Previously,
this value was typically provided in CallsQNow. However, the number of calls currently in queue is now
stored in RouterCallsQNow.
this value was typically provided in CallsQNow. However, the number of calls currently in queue is now
stored in RouterCallsQNow.
Statistics
lists the available SkillGroup statistics.
Table 11-2
Skill Group Statistics
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 ready to take calls.
Available state ready to take calls.
AgentsNotReady
Number of agents in the Not Ready
state for the skill group.
state for the skill group.
AgentsReady
Number of agents that are in work state
(TALKING, HELD, WORK_READY,
AVAILABLE, or RESERVED). This
statistic is used by the router to
determine the number of working
agents in the skill group when
estimating the expected delay. It is the
difference between AgentsLoggedOn
and AgentsNotReady. Reference
AgentsAvail to get the number of
agents that are available to take calls
right now.
(TALKING, HELD, WORK_READY,
AVAILABLE, or RESERVED). This
statistic is used by the router to
determine the number of working
agents in the skill group when
estimating the expected delay. It is the
difference between AgentsLoggedOn
and AgentsNotReady. Reference
AgentsAvail to get the number of
agents that are available to take calls
right now.
AgentsTalkingIn
Number of agents in the skill group
currently talking on inbound calls.
currently talking on inbound calls.
AgentsTalkingOut
Number of agents in the skill group
currently talking on outbound calls.
currently talking on outbound calls.
AgentsTalkingOther
Number of agents in the skill group
currently talking on internal (not
inbound or outbound) calls.
currently talking on internal (not
inbound or outbound) calls.
AgentsWorkNot Ready
Number of agents in the skill group in
the Work Not Ready state.
the Work Not Ready state.