Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide

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.

Not all the statistics values listed in 

 are present in every system configuration. Whether a 

particular statistic value is available depends on both the protocol version of CTI Server with which CTI 
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 provided in CallsQNow. Now the number of calls currently in queue is stored in 
RouterCallsQNow.

 lists the available SkillGroup statistics.

AgentsLoggedOn

Number of agents that are currently logged on to the skill group.

AgentsAvail

Number of agents for the skill group in Available state ready to 
take calls.

AgentsNotReady

Number of agents in the Not Ready 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.

AgentsTalkingIn

Number of agents in the skill group currently talking on inbound 
calls.

AgentsTalkingOut

Number of agents in the skill group currently talking on 
outbound calls.

AgentsTalkingOther

Number of agents in the skill group currently talking on internal 
(not inbound or outbound) calls.

AgentsWorkNot Ready

Number of agents in the skill group in the Work Not Ready state.

AgentsWorkReady

Number of agents in the skill group in the Work Ready state.

AgentsBusyOther

Number of agents currently busy with calls assigned to other 
skill groups.

AgentsReserved

Number of agents for the skill group currently in the Reserved 
state.

AgentsHold

Number of calls to the skill group currently on hold.

AgentsICM Available

Number of agents in the skill group currently in the 
ICMAvailable state.