Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

Chapter 4 Building Your Application

Working with Agent Statistics

4-58

Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)

Registering to the OnAgentStatistics() (C++, COM, and VB)

To register to receive agent statistics, you must include the OnAgentStatistics()
event in the message filter.

For more information on message filters, see page 4-34.

How to Get Agent Statistics through the Agent Instance

Once you have used the EnableAgentStatistics() method for the agent, agent
statistics are available through that Agent instance.

To get the agent statistics

Step 1

Get the Arguments instance containing statistics from the Agent instance using
the GetValueArray() method.

Step 2

Parse the Arguments instance as needed to get specific statistics.

The following example demonstrates this task in Java:

/* 1. Get Arguments instance.*/

Arguments rArgs = agent.GetValueArray(CTIOS_STATISTICS);

/* 2. Parse as necessary. For example:*/

int availTimeSession = rArgs.GetValueIntObj(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.

For information on how to change which agent statistics are sent to applications
by default, see the CTI OS System Manager’s Guide.

Agent Statistics Computed by the Sample CTI OS Desktop

The sample CTI OS Desktop are 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: