Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Utilizador
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 7.0(0)
Chapter 5 Statistical Information
Skill Group Statistics
Skill Group Statistics
The Skill Group Statistics display provides a feed of skill group statistics and
queue-level statistics.
queue-level statistics.
lists all the skill group statistics that appear in the
Skill Group Statistics display.
Note
Certain calls are not naturally associated with a given skill group--for example, a
direct call to an agent's phone. For reporting purposes, each call must be
associated with a skill group. To provide for this, IPCC creates a default skill
group. This default skill group is numbered and named by IPCC with what looks
like a random string of digits, so as not to conflict with skill groups that users
might create.
direct call to an agent's phone. For reporting purposes, each call must be
associated with a skill group. To provide for this, IPCC creates a default skill
group. This default skill group is numbered and named by IPCC with what looks
like a random string of digits, so as not to conflict with skill groups that users
might create.
The default skill group appears, of necessity, in the CTI OS Skill Group Statistics.
As explained, IPCC requires the existence of the default skill group and there is
no mechanism for renumbering/renaming it.
As explained, IPCC requires the existence of the default skill group and there is
no mechanism for renumbering/renaming it.
For more information on the default skill group, see the IPCC Installation and
Configuration Guide for Cisco IPCC Enterprise Edition, and the Reporting Guide
for Cisco IPCC Enterprise & Hosted Editions.
Configuration Guide for Cisco IPCC Enterprise Edition, and the Reporting Guide
for Cisco IPCC Enterprise & Hosted Editions.
Skill group statistics behave differently if the logged in agent is configured as a
supervisor. If an agent is configured as a supervisor, the skill group statistics
window will display a row corresponding to each skill group to which the
supervisor belongs, as well as a row corresponding to each skill group to which
the supervisor's team members belong.
supervisor. If an agent is configured as a supervisor, the skill group statistics
window will display a row corresponding to each skill group to which the
supervisor belongs, as well as a row corresponding to each skill group to which
the supervisor's team members belong.
For example, if the supervisor belongs to skill groups 1 and 2 and his team
members belong to skill groups 2 and 3, then the skill group statistics window for
that supervisor will display 3 rows corresponding to skill groups 1, 2, and 3.
members belong to skill groups 2 and 3, then the skill group statistics window for
that supervisor will display 3 rows corresponding to skill groups 1, 2, and 3.
Note
In skill group statistic names: To5 refers to the current five-minute interval.
ToHalf refers to the current half-hour interval. Today is defined as the time since
midnight. Session is defined as the time since the agent logged in.
ToHalf refers to the current half-hour interval. Today is defined as the time since
midnight. Session is defined as the time since the agent logged in.