Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 4 Building Your Application
Working with Skill Group Statistics
The following example demonstrates this task in Java:
/* 1. Get Arguments instance.*/
Arguments rArgs = agent.GetValueArray(CtiOs_IKeywordIDs.CTIOS_STATISTICS);
/* 2. Parse as necessary. For example:*/
int availTimeSession = rArgs.GetValueIntObj(CtiOs_IKeywordIDs.CTIOS_AVAILTIMESESSION);
Changing Which Agent Statistics are Sent
You can change which agent statistics are sent to applications by modifying the registry on the CTI OS
Server.
Server.
For information on how to change which agent statistics are sent to applications by default, see the CTI
OS System Manager's Guide.
OS System Manager's Guide.
Agent Statistics Computed by the Sample CTI OS Desktop
The sample CTI OS Desktop computes many agent 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:
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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AvgTalkTimeToday = (AgentOutCallsTalkTimeToday + HandledCallsTalkTimeToday) /
(AgentOutCallsToday + HandledCallsToday)
(AgentOutCallsToday + HandledCallsToday)
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CallsHandledToday = AgentOutCallsToday + HandledCallsToday
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TimeLoggedInToday = LoggedOnTimeToday
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TimeTalkingToday = AgentOutCallsTalkTimeToday + HandledCallsTalkTimeToday
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TimeHoldingToday = AgentOutCallsHeldTimeToday + IncomingCallsHeldTimeToday
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TimeReadyToday = AvailTimeToday
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TimeNotReadyToday = NotReadyTimeToday
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AvgHoldTimeToday = (AgentOutCallsHeldTimeToday + IncomingCallsHeldTimeToday) /
(AgentOutCallsToday + HandledCallsToday)
(AgentOutCallsToday + HandledCallsToday)
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AvgHandleTimeToday = (AgentOutCallsTimeToday + HandledCallsTimeToday) /
(AgentOutCallsToday + HandledCallsToday)
(AgentOutCallsToday + HandledCallsToday)
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AvgIdleTimeToday = NotReadyTimeToday / (AagentOutCallsToday + HandledCallsToday)
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PercentUtilitizationToday = (AgentOutCallsTimeToday + HandledCallsTimeToday) /
(LoggedOnTimeToday + NotReadyTimeToday)
(LoggedOnTimeToday + NotReadyTimeToday)
Working with Skill Group Statistics
Overview
This section describes how to receive and work with skill group statistics in a server-to-server integration
environment and contains the following subsections:
environment and contains the following subsections:
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