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 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 

 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.

 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.