Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
6-8
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 9.0(1)
Chapter 6 Statistical Information
Skill Group Statistics
Skill Group Statistics
The Skill Group Statistics display provides a feed of skill group statistics and 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,
Unified Contact Center creates a default skill group. This default skill group is numbered and named by
Unified Contact Center with what looks like a random string of digits, so as not to conflict with skill
groups that users might create.
phone. For reporting purposes, each call must be associated with a skill group. To provide for this,
Unified Contact Center creates a default skill group. This default skill group is numbered and named by
Unified Contact Center 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, Unified
Contact Center requires the existence of the default skill group and there is no mechanism for
Contact Center requires the existence of the default skill group and there is no mechanism for
ReservationCallsToday
Total number of agent reservation calls
completed by the agent.
completed by the agent.
ReservationCallsTalkTimeToday
Total talk time, in seconds, of agent
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent begins after-call work for the
call. The time includes hold time
associated with the call.
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent begins after-call work for the
call. The time includes hold time
associated with the call.
ReservationCallsTimeToday
Total handle time, in seconds, agent
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes for the call. The time
includes hold time associated with the
call.
reservation calls completed by the agent.
The value includes the time spent from the
call being initiated by the agent to the time
the agent completes for the call. The time
includes hold time associated with the
call.
ReservationCallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
ReservationCallsHeld
TimeToday
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
BargeInCallsToday
Total number of supervisor call barge-ins
completed.
completed.
InterceptCallsToday
Total number of supervisor call intercepts
completed.
completed.
MonitorCallsToday
Total number of supervisor call monitors
completed.
completed.
WhisperCallsToday
Total number of supervisor whisper calls
completed.
completed.
EmergencyCallsToday
Total number of emergency calls.
Table 6-1
Agent Statistics Values (continued)
Statistic
Definition