Cisco Cisco Computer Telephony Integration Option 9.0 Guia Do Utilizador

AgentsReady

Number of agents in the Ready state 
for the skill group.

AgentsTalkingIn

Number of agents in the skill group 
currently talking on inbound calls.

AgentsTalkingOut

Number of agents in the skill group 
currently talking on outbound calls.

AgentsTalkingOther

Number of agents in the skill group 
currently talking on internal (not 
inbound or outbound) calls.

AgentsWorkNot Ready

Number of agents in the skill group in 
the Work Not Ready state.

AgentsWorkReady

Number of agents in the skill group in 
the Work Ready state.

AgentsBusyOther

Number of agents currently busy with 
calls assigned to other skill groups.

AgentsReserved

Number of agents for the skill group 
currently in the Reserved state.

AgentsHold

Number of calls to the skill group 
currently on hold.

AgentsICM Available

Number of agents in the skill group 
currently in the ICMAvailable state.

AgentsApplication Available

Number of agents in the skillgroup 
currently in the Application Available 
state.

AgentsTalkingAutoOut

Number of calls to the skill group 
currently talking on AutoOut 
(predictive) calls.

AgentsTalking Preview

Number of calls to the skill group 
currently talking on outbound Preview 
calls.