Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
5-89
CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 5 Application Level Interfaces
Miscellaneous Service
QUERY_SKILL_GROUP_STATISTICS_REQ
The QUERY_SKILL_GROUP_STATISTICS_REQ message, defined in
, allows a CTI Client
to obtain the current call handling statistics for one of the client agent’s skill groups. To avoid impacting
system performance, clients should not request skill group statistics too frequently. Depending upon the
needs of the client application, updating skill group statistics after each call is handled my be
appropriate.
system performance, clients should not request skill group statistics too frequently. Depending upon the
needs of the client application, updating skill group statistics after each call is handled my be
appropriate.
The CTI Server responds to the CTI Client with the QUERY_SKILL_GROUP_STATISTICS_CONF
message. “ToHalf” values represent statistics accumulated in the current half hour period. “Today”
values represent statistics accumulated since midnight. Call counts and times are updated when any
after-call work for the call is completed (calls currently in progress are not included in the statistics):
message. “ToHalf” values represent statistics accumulated in the current half hour period. “Today”
values represent statistics accumulated since midnight. Call counts and times are updated when any
after-call work for the call is completed (calls currently in progress are not included in the statistics):
AgentID
The agent’s ACD login ID.
STRING 12
AgentInstrument The agent’s ACD instrument number.
STRING 64
Maximum message size (including header)
434
Table 5-72
QUERY_AGENT_STATISTICS_CONF Message Format (continued)
Table 5-73
QUERY_SKILL_GROUP_STATISTICS_REQ Message Format
Field Name
Value
Data
Type
Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 114.
MHDR
8
InvokeID
An ID for this request message that will be returned in the
corresponding confirm message.
corresponding confirm message.
UINT
4
PeripheralID
The Unified ICM PeripheralID of the ACD where the skill
group is located.
group is located.
UINT
4
SkillGroupNumber
The number of the desired agent SkillGroup, as known to
the peripheral. May contain the special value
NULL_SKILL_GROUP (
the peripheral. May contain the special value
NULL_SKILL_GROUP (
) when SkillGroupID is
supplied. Some ACDs ignore this field and/or use the ACD
default; see the list immediately following
default; see the list immediately following
.
UINT
4
SkillGroupID
The Unified ICM SkillGroupID of the desired agent
SkillGroup. May contain the special value
NULL_SKILL_GROUP (
SkillGroup. May contain the special value
NULL_SKILL_GROUP (
SkillGroupNumber is supplied.
UINT
4
Maximum message size (including header)
24
Table 5-74
QUERY_SKILL_GROUP_STATISTICS_CONF Message Format
Field Name
Value
Data
Type
Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 115.
MHDR
8
InvokeID
Set to the same value as the InvokeID from the
corresponding request message.
corresponding request message.
UINT
4