Cisco Cisco Computer Telephony Integration Option 8.5 用户指南
Chapter 6 Interpreting Call and Statistical Information
Skill Group Statistics
6-14
Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
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 currently busy with
calls assigned to other skill groups.
calls assigned to other skill groups.
AgentsReserved
Number of agents for the skill group
currently in the Reserved state.
currently in the Reserved state.
AgentsHold
Number of calls to the skill group
currently on hold.
currently on hold.
AgentsICM Available
Number of agents in the skill group
currently in the ICMAvailable state.
currently in the ICMAvailable state.
AgentsApplication Available
Number of agents in the skillgroup
currently in the Application Available
state.
currently in the Application Available
state.
AgentsTalkingAutoOut
Number of calls to the skill group
currently talking on AutoOut
(predictive) calls.
currently talking on AutoOut
(predictive) calls.
AgentsTalking Preview
Number of calls to the skill group
currently talking on outbound Preview
calls.
currently talking on outbound Preview
calls.
AgentsTalking Reservation
Number of calls to the skill group
currently talking on agent reservation
calls.
currently talking on agent reservation
calls.
RouterCallsQNow
**
The number of calls currently queued
by the ICM call router for this skill
group. This field is set to 0xFFFFFFFF
when this value is unknown or
unavailable.
by the ICM call router for this skill
group. This field is set to 0xFFFFFFFF
when this value is unknown or
unavailable.
Table 6-3
Skill Group Statistics Values (continued)
Statistic
Definition