Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
C H A P T E R
6-1
CTI OS Supervisor Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
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Statistical Information
This chapter discusses the CTI Toolkit Supervisor Desktop statistical displays.
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Agent Statistics
•
Skill Group Statistics
The Agent Statistics and Skill Group Statistics displays appear as a separate window when you click the
Statistics button (the leftmost button in the Tools section of the CTI Toolkit Supervisor Desktop screen).
Statistics button (the leftmost button in the Tools section of the CTI Toolkit Supervisor Desktop screen).
Figure 6-1
Statistics Displays
Agent Statistics
The Agent Statistics section provides statistical information about the agent currently at the teleset
device. This information is updated periodically or at the end of a call. For details about the different
methods used to poll for agent statistics (either periodically or at the end of a call), refer to the CTI OS
System Manager's Guide for Cisco Unified ICM/CC Enterprise & Hosted Editions.
device. This information is updated periodically or at the end of a call. For details about the different
methods used to poll for agent statistics (either periodically or at the end of a call), refer to the CTI OS
System Manager's Guide for Cisco Unified ICM/CC Enterprise & Hosted Editions.
agent statistics that are visible on the Agent Statistics display.
Note
In agent statistic names, Today is defined as the time since midnight. Session is defined as
the time since the agent logged in.
the time since the agent logged in.