Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 4 Building Your Application
Working with Skill Group Statistics
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In C++, COM, or VB, OnSkillGroupStatisticsUpdated()
Caution
Note carefully that the name of the event through which to access skill group statistics is
different in Java than it is in other languages supported by CTI OS.
different in Java than it is in other languages supported by CTI OS.
Registering to the eOnNewSkillGroupStatisticsEvent() (JAVA)
To register to receive skill group statistics, you must include the eOnNewSkillGroupStatisticsEvent() in
the message filter.
the message filter.
For example, in Java, the message filter to receive skill group statistics is:
String filter = S_MESSAGEID + “=" +
CtiOs_Enums.EventID.eNewSkillGroupStatisticsEvent;
For more information on message filters, see page 4-25.
Registering to the OnSkillGroupStatisticsUpdated() (C++, COM, and VB)
To register to receive skill group statistics, you must include the OnSkillGroupStatisticsUpdated() event
in the message filter.
in the message filter.
For more information on message filters, see page 4-25.
Changing Which Skill Group Statistics are Sent
You can change which skill group statistics are sent to desktop applications by modifying the registry on
the CTI OS Server.
the CTI OS Server.
For information on how to change which skill group statistics are sent to desktop applications, see the
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Skill Group Statistics Computed by the Sample CTI OS Desktop
The sample CTI OS Desktop are computes many skill group statistics from data received from CTI
Server. You may choose to develop applications that compute these same statistics. Therefore, these
computed statistics (in italics) and the data and formulas used to derive them are listed below:
Server. You may choose to develop applications that compute these same statistics. Therefore, these
computed statistics (in italics) and the data and formulas used to derive them are listed below:
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AvgCallsQTimeNow = CallsQTimeNow/CallsQNow
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AvgAgentOutCallsTalkTimeToHalf = AgentOutCallsTalkTimeToHalf/AgentOutCallsToHalf
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AvgAgentOutCallsTimeToHalf = AgentOutCallsTimeToHalf/AgentOutCallsToHalf
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AvgAgentOutCallsHeldTimeToHalf = AgentOutCallsHeldTimeToHalf/AgentOutCallsHeldToHalf
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AvgHandledCallsTalkTimeToHalf = HandledCallsTalkTimeToHalf/HandledCallsToHalf
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AvgHandledCallsAfterCallTimeToHalf = HandledCallsAfterCallTimeToHalf/HandledCallsToHalf
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AvgHandledCallsTimeToHalf = HandledCallsTimeToHalf/HandledCallsToHalf
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AvgIncomingCallsHeldTimeToHalf = IncomingCallsHeldTimeToHalf/IncomingCallsHeldToHalf
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AvgInternalCallsRcvdTimeToHalf = InternalCallsRcvdTimeToHalf/InternalCallsRcvdToHalf