Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

The values do not change in my agent statistics grid or skill group statistics grid.

This symptom may have multiple causes:

Check the status bar. A status of Offline means that some element in the system has failed or 
gone offline. The system will automatically recover from this situation. Wait for the status bar 
to indicate Online and statistics should continue to update.

The frequency at which statistics are updated is governed by registry entries on the CTI OS 
server. The period (in seconds) between updates of statistics is stored in PollingIntervalSec in 
the following registry keys:

 

for agent statistics and

 

for skill group statistics.

Check these values. If they are very high, statistics will not change for a very long period of 
time. 

Check that the statistics you have configured for your call appearance grid are valid for the CTI 
Server protocol version you are running. Unsupported statistics will never update. You can find 
the CTI Server protocol version in the registry. It is stored in ProtocolVersion in the following 
registry key:

 

You can find a list of the statistics supported for a particular protocol version (9) in the Cisco 
ICM Software CTI Server Message Reference Guide (Protocol Version 9)

Monitor mode application still receives all skill group statistics even though it is only 

configured for a small subset of skill group statistics in the CTI OS settings.

Skill group statistics are not minimized in CTI OS versions before Release 4.7. This 

problem is fixed in Release 4.7 and later. A new optional registry setting, 
DisableMonitorModeStatsMinimization, may be added to disable statistics minimization for 
monitor mode applications. The CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise 
& Hosted Editions explains this setting. If you are running version 4.7 or later, check this registry 
setting. If it is present, set it to zero to enable statistics minimization.