Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Utilizador
Chapter 5 Statistical Information
Skill Group Statistics
5-12
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 7.0(0)
Table 5-2
Skill Group Statistics Values
Statistic
Definition
AgentsLoggedOn
Number of agents that are currently
logged on to the skill group.
logged on to the skill group.
AgentsAvail
Number of agents for the skill group in
Available state.
Available state.
AgentsNotReady
Number of agents in the Not Ready
state for the skill group.
state for the skill group.
AgentsReady
Number of agents that are in work state
(TALKING, HELD, WORK_READY,
AVAILABLE, or RESERVED). This
statistic is used by the router to
determine the number of working
agents in the skill group when
estimating the expected delay. It is the
difference between AgentsLoggedOn
and AgentsNotReady. Reference
AgentsAvail to get the number of
agents that are available to take calls
right now.
(TALKING, HELD, WORK_READY,
AVAILABLE, or RESERVED). This
statistic is used by the router to
determine the number of working
agents in the skill group when
estimating the expected delay. It is the
difference between AgentsLoggedOn
and AgentsNotReady. Reference
AgentsAvail to get the number of
agents that are available to take calls
right now.
AgentsTalkingIn
Number of agents in the skill group
currently talking on inbound calls.
currently talking on inbound calls.
AgentsTalkingOut
Number of agents in the skill group
currently talking on outbound calls.
currently talking on outbound calls.
AgentsTalkingOther
Number of agents in the skill group
currently talking on internal (not
inbound or outbound) calls.
currently talking on internal (not
inbound or outbound) calls.
AgentsWorkNot Ready
Number of agents in the skill group in
the Work Not Ready state.
the Work Not Ready state.
AgentsWorkReady
Number of agents in the skill group in
the Work Ready state.
the Work Ready state.
AgentsBusyOther
Number of agents in the skill group
currently busy with calls assigned to
other skill groups.
currently busy with calls assigned to
other skill groups.