Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
5-90
CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
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.
Reservation
CallsTimeToday
CallsTimeToday
Total handle time, in seconds, agent
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes after call work time
for the call. The time includes hold time
associated with the call.
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes after call work time
for the call. The time includes hold time
associated with the call.
UINT
4
Reservation
CallsHeldToday
CallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
UINT
4
Reservation
CallsHeld
CallsHeld
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
UINT
4
BargeInCalls
Today
Today
Total number of supervisor call barge-ins
completed.
completed.
UINT
4
InterceptCalls
Today
Today
Total number of supervisor call intercepts
completed.
completed.
UINT
4
MonitorCalls
Today
Today
Total number of supervisor call monitors
completed.
completed.
UINT
4
WhisperCalls
Today
Today
Total number of supervisor whisper calls
completed.
completed.
UINT
4
EmergencyCalls
Today
Today
Total number of emergency calls .
UINT
4
Floating Part
Field Name
Value
Data
Type
Type
Max.
Size
Size
AgentExtension
The agent’s ACD teleset extension.
STRING 16
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 5-71
QUERY_AGENT_STATISTICS_CONF Message Format (continued)