Cisco Cisco Computer Telephony Integration OS 8.5 Guida Di Riferimento
Chapter 4 Broadcast Statistics
Configuring Broadcast Statistics
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CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)
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AgentsWorkReady
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AgentsBusyOther
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AgentsReserved
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AgentsHold
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RouterCallsQNow
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LongestRouterCallQNow
Detection of Skill Group Numbers
Let us assume that the Siebel Agent has ACD Queues configured via
Administration-Communications->Agent General Profile -> ACD Queues tab
and the DEF file has the following entry for Login command data:
Administration-Communications->Agent General Profile -> ACD Queues tab
and the DEF file has the following entry for Login command data:
Command:LoginToPBXDevice]
Profile = ""
DeviceCommand = "LogIn"
Comments = ""
CmdData = "LoginToPBXDevice"
Hidden = "TRUE"
[CmdData:LoginToPBXDevice]
Param.AgentWorkMode = "0"
Param.UserId = "{@UserName}"
Comments = ""
Param.SkillGroupBroadcastStat = "TRUE"
Param.Password = "{@AgentPin}"
Param.ACDQueue = "{@QueueList}"
Param.AgentId = "{@AgentId}"
Then the Siebel Driver will start the Skill Group Statistics Broadcast for all the
ACD Queue values configured, treating them as the SkillGroup Number that the
agent belongs to. This method can be used if the agent statically belongs to a
particular skill group set, and the association doesn't change dynamically. The
same method can also be used on some of the skill groups as a sub-mask for a
Broadcast Skill Group Statistics.
ACD Queue values configured, treating them as the SkillGroup Number that the
agent belongs to. This method can be used if the agent statically belongs to a
particular skill group set, and the association doesn't change dynamically. The
same method can also be used on some of the skill groups as a sub-mask for a
Broadcast Skill Group Statistics.
Otherwise (if nothing is configured in the ACD Queue), the Siebel Driver
automatically uses the OnQueryAgentStateConf event to detect ALL skill groups
that the agent belongs to, on Login, and start the Skill Group Statistics Broadcast
for all skill groups.
automatically uses the OnQueryAgentStateConf event to detect ALL skill groups
that the agent belongs to, on Login, and start the Skill Group Statistics Broadcast
for all skill groups.