Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide

You can change which skill group statistics are sent to desktop applications by 
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.

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:

AvgCallsQTimeNow  =  CallsQTimeNow / CallsQNow 

AvgAgentOutCallsTalkTimeToHalf  = AgentOutCallsTalkTimeToHalf / 
AgentOutCallsToHalf

AvgAgentOutCallsTimeToHalf  = AgentOutCallsTimeToHalf /  
AgentOutCallsToHalf 

AvgAgentOutCallsHeldTimeToHalf  = AgentOutCallsHeldTimeToHalf  / 
AgentOutCallsHeldToHalf

AvgHandledCallsTalkTimeToHalf = HandledCallsTalkTimeToHalf / 
HandledCallsToHalf

AvgHandledCallsAfterCallTimeToHalf = HandledCallsAfterCallTimeToHalf 
/ HandledCallsToHalf

AvgHandledCallsTimeToHalf = HandledCallsTimeToHalf /  
HandledCallsToHalf

AvgIncomingCallsHeldTimeToHalf = IncomingCallsHeldTimeToHalf /  
IncomingCallsHeldToHalf

AvgInternalCallsRcvdTimeToHalf = InternalCallsRcvdTimeToHalf /  
InternalCallsRcvdToHalf

AvgInternalCallsHeldTimeToHalf = InternalCallsHeldTimeToHalf /  
InternalCallsHeldToHalf

AvgCallsQTimeHalf = CallsQTimeHalf /  CallsQHalf