Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
4-75
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 4 Building Your Application
Working with Skill Group Statistics
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.
modifying the registry on 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.
applications, see the 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:
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:
•
AvgCallsQTimeNow = CallsQTimeNow / CallsQNow
•
AvgAgentOutCallsTalkTimeToHalf = AgentOutCallsTalkTimeToHalf /
AgentOutCallsToHalf
AgentOutCallsToHalf
•
AvgAgentOutCallsTimeToHalf = AgentOutCallsTimeToHalf /
AgentOutCallsToHalf
AgentOutCallsToHalf
•
AvgAgentOutCallsHeldTimeToHalf = AgentOutCallsHeldTimeToHalf /
AgentOutCallsHeldToHalf
AgentOutCallsHeldToHalf
•
AvgHandledCallsTalkTimeToHalf = HandledCallsTalkTimeToHalf /
HandledCallsToHalf
HandledCallsToHalf
•
AvgHandledCallsAfterCallTimeToHalf = HandledCallsAfterCallTimeToHalf
/ HandledCallsToHalf
/ HandledCallsToHalf
•
AvgHandledCallsTimeToHalf = HandledCallsTimeToHalf /
HandledCallsToHalf
HandledCallsToHalf
•
AvgIncomingCallsHeldTimeToHalf = IncomingCallsHeldTimeToHalf /
IncomingCallsHeldToHalf
IncomingCallsHeldToHalf
•
AvgInternalCallsRcvdTimeToHalf = InternalCallsRcvdTimeToHalf /
InternalCallsRcvdToHalf
InternalCallsRcvdToHalf
•
AvgInternalCallsHeldTimeToHalf = InternalCallsHeldTimeToHalf /
InternalCallsHeldToHalf
InternalCallsHeldToHalf
•
AvgCallsQTimeHalf = CallsQTimeHalf / CallsQHalf