Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
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Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)
Chapter 4 Building Your Application
Working with Skill Group Statistics
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AvgTalkTimeToday = (AgentOutCallsTalkTimeToday +
HandledCallsTalkTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
HandledCallsTalkTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
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CallsHandledToday = AgentOutCallsToday + HandledCallsToday
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TimeLoggedInToday = LoggedOnTimeToday
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TimeTalkingToday = AgentOutCallsTalkTimeToday +
HandledCallsTalkTimeToday
HandledCallsTalkTimeToday
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TimeHoldingToday = AgentOutCallsHeldTimeToday +
IncomingCallsHeldTimeToday
IncomingCallsHeldTimeToday
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TimeReadyToday = AvailTimeToday
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TimeNotReadyToday = NotReadyTimeToday
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AvgHoldTimeToday = (AgentOutCallsHeldTimeToday +
IncomingCallsHeldTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
IncomingCallsHeldTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
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AvgHandleTimeToday = (AgentOutCallsTimeToday +
HandledCallsTimeToday) / (AgentOutCallsToday + HandledCallsToday)
HandledCallsTimeToday) / (AgentOutCallsToday + HandledCallsToday)
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AvgIdleTimeToday = NotReadyTimeToday / (AagentOutCallsToday +
HandledCallsToday)
HandledCallsToday)
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PercentUtilitizationToday = (AgentOutCallsTimeToday +
HandledCallsTimeToday) / (LoggedOnTimeToday + NotReadyTimeToday)
HandledCallsTimeToday) / (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:
server-to-server integration environment and contains the following subsections:
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