Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
5-90
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
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 not available.
Some ACDs ignore this field and/or use the ACD default;
see the list immediately following
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 (
) when not available.
UINT
4
Real-Time Statistics
AgentsLoggedOn
Number of agents that are currently logged on to the skill
group.
group.
UINT
4
AgentsAvail
Number of agents for the skill group in Available state.
UINT
4
AgentsNotReady
Number of agents in the Not Ready state for the skill
group.
group.
UINT
4
AgentsReady
Number of agents in the Ready state for the skill group.
UINT
4
AgentsTalkingIn
Number of agents in the skill group currently talking on
inbound calls.
inbound calls.
UINT
4
AgentsTalkingOut
Number of agents in the skill group currently talking on
outbound calls.
outbound calls.
UINT
4
AgentsTalkingOther
Number of agents in the skill group currently talking on
internal (not inbound or outbound) calls.
internal (not inbound or outbound) calls.
UINT
4
AgentsWorkNot
Ready
Ready
Number of agents in the skill group in the Work Not Ready
state.
state.
UINT
4
AgentsWorkReady
Number of agents in the skill group in the Work Ready
state.
state.
UINT
4
AgentsBusyOther
Number of agents currently busy with calls assigned to
other skill groups.
other skill groups.
UINT
4
AgentsReserved
Number of agents for the skill group currently in the
Reserved state.
Reserved state.
UINT
4
AgentsHold
Number of calls to the skill group currently on hold.
UINT
4
AgentsICM
Available
Available
Number of agents in the skill group currently in the
Unified ICM Available state.
Unified ICM Available state.
UINT
4
AgentsApplication
Available
Available
Number of agents in the skillgroup currently in the
Application Available state.
Application Available state.
UINT
4
AgentsTalkingAuto
Out
Out
Number of calls to the skill group currently talking on
AutoOut (predictive) calls.
AutoOut (predictive) calls.
UINT
4
AgentsTalking
Preview
Preview
Number of calls to the skill group currently talking on
outbound Preview calls.
outbound Preview calls.
UINT
4
AgentsTalking
Reservation
Reservation
Number of calls to the skill group currently talking on
agent reservation calls.
agent reservation calls.
UINT
4
Table 5-74
QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)