Cisco ICM Software Release 6.0(0) CTI OS Supervisor Desktop for … · iii Cisco ICM Software CTI...

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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User GuideCTI Software Release 6.0(0)May, 2004

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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User GuideCopyright ©2002-2004, Cisco Systems, Inc.All rights reserved.

Cisco ICM Software CTI OS Supe

C O N T E N T S

About This Guide vii

Purpose vii

Audience vii

Conventions viii

Organization ix

Other Publications ix

Obtaining Documentation ixCisco.com xDocumentation CD-ROM xOrdering Documentation xDocumentation Feedback xi

Obtaining Technical Assistance xiCisco.com xiTechnical Assistance Center xii

Cisco TAC Website xiiiCisco TAC Escalation Center xiii

Obtaining Additional Publications and Information xiv

C H A P T E R 1 Introduction 1-1

IPCC Supervisor Softphone Overview 1-2

Team Real-Time Status Overview 1-3

CTI Statistics Overview 1-4

iiirvisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

Contents

C H A P T E R 2 Starting Supervisor Desktop 2-1

Starting the Supervisor Softphone 2-1

Logging In 2-2

Logging Out of the Supervisor Softphone 2-3

C H A P T E R 3 Supervisor Softphone 3-1

Softphone User Interface 3-2Supervisor State Control 3-2Supervisor Call Control 3-3Tools 3-3Call Appearance Grid 3-4Supervisor Status Bar 3-4

Processing Calls 3-4Making Calls 3-4Answering Calls 3-6Hanging Up Calls 3-6Transferring Calls 3-6Conferencing Calls 3-7Sending DTMF Tones 3-9

C H A P T E R 4 Managing Agents 4-1

Team State Information 4-2

Agent State Control 4-2

Monitoring Calls 4-3

Emergency and Supervisor Assist Calls 4-6

Chat 4-6

Call Recording 4-7

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Contents

C H A P T E R 5 Statistical Information 5-1

Agent Statistics 5-1

Skill Group Statistics 5-11

IN D E X

vCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

Contents

viCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

About This Guide

PurposeThis manual provides instructions for using the CTI OS Supervisor Desktop for IPCC Enterprise. The manual includes descriptions and instructions for supervisor features used for monitoring and managing agent team members.

Note The CTI OS Supervisor Desktop for IPCC Enterprise is supported for use on Cisco IPCC Enterprise only. It is not supported for use on Time Division Multiplexing (TDM) peripherals.

AudienceThis manual is intended primarily for supervisors who will use the CTI OS Supervisor Desktop for IPCC Enterprise to monitor and manage agent team members. This manual assumes that an administrator has already installed the hardware and software needed for the CTI OS Supervisor Desktop for IPCC Enterprise.

Note Instructions for installing the CTI OS Supervisor Desktop for IPCC Enterprise are found in the Cisco ICM Software CTI OS System Manager’s Guide.

viiCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

About This GuideConventions

ConventionsThis manual uses the following conventions.

Format Example

Boldface type is used for user entries, keys, buttons, and folder and submenu names.

Choose Edit > Find from the ICM Configure menu bar.

Italic type indicates one of the following:

• A newly introduced term

• For emphasis

• A generic syntax item that you must replace with a specific value

• A title of a publication

• A skill group is a collection of agents who share similar skills.

• Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01).

• IF (condition, true-value, false-value)

• For more information, see the Cisco ICM Software Database Schema Handbook.

An arrow ( > ) indicates an item from a pull-down menu.

The Save command from the File menu is referenced as File > Save.

viiiCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

About This GuideOrganization

OrganizationThe manual is divided into the following chapters.

Other PublicationsFor additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site listing ICM documentation.

Obtaining DocumentationCisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Chapter Description

Chapter 1, “Introduction”

Provides an overview of the CTI OS Supervisor Desktop for IPCC Enterprise and summarizes supervisor functions and features.

Chapter 2, “Starting the IPCC Supervisor Desktop”

Describes how to start the CTI OS Supervisor Desktop for IPCC Enterprise application and logging in and off of the softphone.

Chapter 3, “Supervisor Softphone”

Describes how a supervisor can use the IPCC Supervisor Softphone to make, answer, and process calls. Also describes the supervisor functionality of the softphone.

Chapter 4, “Managing Agents”

Describes CTI OS Supervisor Desktop for IPCC Enterprise functions that monitor and manage agents and agent teams.

Chapter 5, “Statistical Information”

Discusses the IPCC Softphone statistical displays.

ixCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

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About This GuideObtaining Documentation

Cisco.comYou can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

International Cisco websites can be accessed from this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROMCisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

All users can order monthly or quarterly subscriptions through the online Subscription Store:

http://www.cisco.com/go/subscription

Ordering DocumentationYou can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

• Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

xCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

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About This GuideObtaining Technical Assistance

http://www.cisco.com/en/US/partner/ordering/index.shtml

• Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, U.S.A.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation FeedbackYou can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

You can e-mail your comments to [email protected].

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco SystemsAttn: Customer Document Ordering170 West Tasman DriveSan Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical AssistanceCisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) website, as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website, including TAC tools and utilities.

Cisco.comCisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

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Cisco.com provides a broad range of features and services to help you with these tasks:

• Streamline business processes and improve productivity

• Resolve technical issues with online support

• Download and test software packages

• Order Cisco learning materials and merchandise

• Register for online skill assessment, training, and certification programs

To obtain customized information and service, you can self-register on Cisco.com at this URL:

http://tools.cisco.com/RPF/register/register.do

Technical Assistance CenterThe Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The type of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable.

We categorize Cisco TAC inquiries according to urgency:

• Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration. There is little or no impact to your business operations.

• Priority level 3 (P3)—Operational performance of the network is impaired, but most business operations remain functional. You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.

• Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively impacted by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

• Priority level 1 (P1)—An existing network is “down,” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

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Cisco TAC Website

The Cisco TAC website provides online documents and tools to help troubleshoot and resolve technical issues with Cisco products and technologies. To access the Cisco TAC website, go to this URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website require a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:


If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can open a case online at this URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, we recommend that you open P3 and P4 cases online so that you can fully describe the situation and attach any necessary files.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.

xiiiCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

http://www.cisco.com/tachttp://tools.cisco.com/RPF/register/register.dohttp://www.cisco.com/tac/caseopenhttp://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

About This GuideObtaining Additional Publications and Information

Obtaining Additional Publications and InformationInformation about Cisco products, technologies, and network solutions is available from various online and printed sources.

• The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://www.cisco.com/en/US/products/products_catalog_links_launch.html

• Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

http://www.ciscopress.com

• Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/go/packet

• iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

xivCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

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• Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

http://www.cisco.com/en/US/learning/le31/learning_recommended_training_list.html

xvCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

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xviCisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)

Cisco ICM Software CTI OS Supervisor Desktop for IPC

C H A P T E R 1

Introduction

This chapter provides an overview of the CTI OS Supervisor Desktop for IPCC Enterprise application. The desktop is made up of three major components:

• Supervisor Softphone. The Supervisor Softphone functions in much the same way as the agent softphone.

• Team Real-Time Status. This window provides supervisors with information about the current state of agents who are part of the supervisor’s team. This window also provides buttons for the following functions.

– Making an agent Ready

– Logging out agents

– Monitoring, silent monitoring, interrupting, and intercepting agent calls.

• CTI Statistics. This window displays two kinds of statistics.

– Individual statistics for the agent logged onto the phone

– Statistics for the skill groups that the agent is part of.

At startup the Supervisor Softphone window and the Team Real-time Status Window display upon a successful Supervisor Login. The CTI Statistics window appears when the Show Statistics button is clicked on the Softphone window.

The following sections provide an overview of each of the windows. Detailed descriptions are found in Chapter 3, “Supervisor Softphone”.

Note The CTI OS Supervisor Desktop for IPCC Enterprise is supported for use on Cisco IPCC Enterprise only. It is not supported for use on Time Division Multiplexing (TDM) peripherals.

1-1C Enterprise User Guide Release 6.0(0)

Chapter 1 IntroductionIPCC Supervisor Softphone Overview

IPCC Supervisor Softphone OverviewThe IPCC Supervisor Softphone provides supervisors with many of the same functions that come with the agent softphone.

This window consists of the following main sections:

• Login. Contains buttons that the agent (the supervisor in this case) log in and log out.

• Agent State. Contains buttons that allow supervisors to change their state to Ready, Not Ready and Wrapup.

• Call Control. Contains buttons that let a supervisor take various actions with a call. These include the Dial/Answer, Hold/Retrieve, Alt/Reconn, and Conf/Transfer buttons.

• Tools. Contains buttons that invoke statistical displays, initiate a chat session, record calls and report a bad line.

• Call Information. Displays call-related data for each call currently on the softphone.

• Status bar. Displays information about the status of the softphone.

Note See Chapter 3, “Supervisor Softphone,” for more information about the softphone functions and operation.

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Chapter 1 IntroductionTeam Real-Time Status Overview

Team Real-Time Status OverviewThe Team Real-Time Status window provides you with the current status of members of the agent team. It also provides information about calls that agent team members are currently handling. The window includes buttons for placing agents in the Ready state, logging agents off, and for monitoring, silent monitoring, interrupting, and intercepting agent calls.

Note See Chapter 4, “Managing Agents,” for more information about the Team Real-Time Status window.


Chapter 1 IntroductionCTI Statistics Overview

CTI Statistics OverviewThis window provides statistical information for the individual agent who is currently logged on and for the skill groups that the agent is part of.

Figure 1-1 CTI Statistics Window.

Note See Chapter 5, “Call and Statistical Information,” for a description of the CTI Statistics window.



C H A P T E R 2

Starting Supervisor Desktop

This section discusses startup, login, and logout procedures for the CTI OS Supervisor Desktop for IPCC Enterprise. It includes the following topics.

• Starting the Supervisor Desktop.

• Logging into Supervisor Softphone, including the screens associated with the login process.

• Logging out of Supervisor Softphone, including the screens associated with the logout process.

Starting the Supervisor SoftphoneOnce the CTI OS Supervisor Desktop for IPCC Enterprise software is installed, you can start the Supervisor Softphone by selecting Start > Programs > Cisco Systems CTIOS > CTIOS Supervisor Desktop.

Upon startup the Supervisor Softphone and Team Real-Time Status windows appear.

The Supervisor Softphone window consists of the following main sections:

• Login. Contains buttons that let a supervisor agent log in or log out.

• Agent State Control. Contains buttons that allow the supervisor to change the agent state. Possible states include Ready, Not Ready, and Wrapup.

• Call Control. Contains buttons that let you take various actions with a call.

• Tools. Contains buttons that invoke statistical displays, record, initiate a chat session, and indicate a bad line.


Chapter 2 Starting Supervisor DesktopLogging In

• Call Information. Displays call-related data for each call currently on the softphone.

Logging InTo log into the Supervisor Softphone, click the Login button. The Login button connects supervisors to the CTI Server and logs them into a selected ACD switch. When you click the Login button, the following Login dialog box appears.

Enter the following information in this dialog box:

• Connect to. Use the drop-down menu to select the connection profile that you want to use.

• Agent ID. Your agent ID as assigned by your manager.

• Password. Your password as assigned by your manager.

• Instrument. The device ID assigned to the teleset you will receive calls on.


Chapter 2 Starting Supervisor DesktopLogging Out of the Supervisor Softphone

After you enter this information, click the OK button. On a successful login, the following occurs:

• The supervisor automatically goes into the NotReady state.

• The status bar on the bottom of the Supervisor Softphone window displays the following information:

– Agent ID for the logged in supervisor

– Supervisor’s extension

– Supervisor’s instrument

– Current supervisor status

– The server that the supervisor is connected to

• The Ready, Dial, and Logout agent state control buttons are enabled.

Note Multiple users can log into Supervisor Softphone on the same workstation. Each user need only run a separate instance of Supervisor Softphone and then log in as a different user.

Note If a non-supervisor logs into the Supervisor Softphone, it will work just like the agent softphone except that the Real-Time Statistics grid will stay blank.

Logging Out of the Supervisor SoftphoneTo log out of the CTI OS Supervisor Desktop for IPCC Enterprise, perform the following steps:

Step 1 If the Logout button is enabled, click it. IPCC requires that an agent be in NotReady state to log out; therefore, the Logout button is disabled in any other state. In this case, click NotReady first, then click Logout.

Step 2 If you click the NotReady button first, a Select Reason Code dialog box might appear next depending on how your administrator has configured your agent settings.



This dialog box includes a drop-down list of reason codes.

Note For information on how an administrator can set an agent’s logout parameters, see the Cisco IP Contact Center Enterprise Edition Administration Guide.

Step 3 Select a reason code from the drop-down list.

Step 4 Click OK.

Step 5 When you enter NotReady state, the Logout button becomes enabled. Click the Logout button.

Step 6 Depending how your administrator has configured your agent settings, a Select Reason Code dialog box might appear next.

This dialog box includes a drop-down list of defined reason codes.

Step 7 Select a reason code from the drop-down list.

Step 8 Click OK.



On a successful logout, the following occurs:

• You are logged out of CTI OS and IPCC.

• All entries in the status bar at the bottom of the CTI OS Supervisor Desktop for IPCC Enterprise window become blank.

• All the agent state control buttons except Login are disabled.

• All Call Control buttons are disabled.



C H A P T E R 3

Supervisor Softphone

The Supervisor Softphone includes functions that allow supervisors to monitor and manage their agent team members. A supervisor softphone has all of the capabilities of an agent softphone plus supervisor services to monitor and manage agent team members. The additional capabilities of a supervisor softphone include:

• Provides real-time agent status information of all agent members managed by the supervisor.

• Provides call information (call data and events) of an actively monitored agent (i.e., the agent currently slected in the Real-Time Statistics grid).

• Supports call monitoring features (silent monitor, barge in, and intercept)

• Supports emergency and supervisor assist calls.

• Allows exchange of text messages between the supervisor and one of the agent team members or all agent team members (chat).

• Allows the supervisor to change the agent state of a supervised agent to Logout or Ready, depending on the agent’s current state.

• Enables supervisors to control their own states for receiving emergency and assist calls, and for barge in and intercept calls.


Chapter 3 Supervisor SoftphoneSoftphone User Interface

Softphone User InterfaceThe Supervisor Softphone is similar in appearance and operation to the Agent Softphone. The softphone buttons are grouped for login, agent state, dial/answer/release, hold/retrieve, alternate/reconnect, conference/transfer, and tools.

Figure 3-1 illustrates the grouping of the Supervisor Softphone buttons. The following sections describe each button grouping.

Figure 3-1 Supervisor Softphone

Supervisor State ControlUse the state control buttons to set a specific supervisor state. The following buttons are used to control supervisor state.

• Login. This section contains:

– Login. Displays the Login window.

– Logout. Displays the Logout window.

Note Instructions for using the Login and Logout buttons are found in Chapter 2, “Starting Supervisor Desktop”.

• Agent State. This section contains:

– Ready. Puts the supervisor in a ready state

– Not Ready. Puts the supervisor in a not ready state.


Chapter 3 Supervisor SoftphoneSoftphone User Interface

– Wrap up. Puts the supervisor in wrapup mode.

Supervisor Call ControlThe Supervisor Softphone provides the following call control buttons.

• Dial. Initiates a new call.

• Answer. Answers the selected call.

• Release. Drops a selected call.

• Hold. Puts the selected call on hold.

• Retrieve. Takes back the call from the hold state.

• Alternate. Puts an active call on hold and retrieves the held call.

• Reconnect. Drops the talking connection and reconnects to the held call.

• Transfer. Initiates a call transfer operation.

• Conference. Initiates a conference operation.

Note For instructions on using the call control buttons, see the “Processing Calls” section.

ToolsThe Tools buttons provide the supervisor with the following capabilities.

• Show Statistics. Displays the CTI Statistics window with Agent and Skill Group statistics. See Chapter 5, “Call and Statistical Information” for table descriptions.

• Chat. Initiates a chat session with a specified agent or all agents.

• Record. Record any call that appears in the supervisor’s call information display.

• Bad Line. Logs a poor quality connection in the ICM database.

Note See Chapter 4, “Managing Agents” for more information on supervisor tools.


Chapter 3 Supervisor SoftphoneProcessing Calls

Call Appearance GridThe Call Information Grid of the Supervisor Softphone displays call information about all supervisor calls. Any emergency and assist calls will appear in this display and can then be answered by the supervisor.

Supervisor Status BarThe Supervisor Softphone has a status bar that appears at the bottom of the window. The supervisor status bar information is configurable at design time using the property pages. It can also be set programmatically at run time.

Processing CallsThis section describes how supervisors can use IPCC Supervisor Softphone to make, answer, and process calls. It discusses the following tasks:

• Making calls

• Answering calls

• Hanging up calls

• Transferring calls

• Conferencing calls

Making CallsTo make a call, perform the following steps:

Step 1 Enter the NotReady state.

Step 2 Click the Dial button. The CTI Dialing Pad dialog box appears.



Step 3 Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop; these numbers are stored in the registry key HKEY_CURRENT_USER\Software\Cisco Systems\CTI Desktop\CtiOs\LastDialed.

Step 4 Optionally, you can click the More button to get the following display.

This display contains the Call Data tab, where you can optionally enter data associated with the call.

Step 5 Click the Dial button.



Answering CallsTo answer an incoming call, click the Answer button. When the call is answered, the Release button becomes enabled.

Hanging Up CallsTo hang up a call, click the Release button.

Transferring CallsTo transfer a call, perform the following steps.

Step 1 Click the Transfer button. The call is put on hold and the Transfer Call dialog box appears.





This display contains the Call Data tab, where you can optionally enter data associated with the call.

The remaining steps depend on whether or not you wish to speak with the consulted agent upon call transfer.

• If you do not wish to speak with the consulted agent, click the Single Step button. The call is transferred automatically.

• If you wish to speak with the consulted agent, click the Transfer Init button. You will have an opportunity to speak to the consulted agent before completing the transfer.When the consult call is answered, the button changes to Transfer Complete. To complete the transfer, click the Transfer Complete button.

Conferencing CallsTo initiate a conference call, perform the following steps.

Step 1 Click the Conference button. The call is put on hold and the Conference Call dialog box appears.



Step 4 Click the Conference Init button. You will have an opportunity to speak to the consulted agent before completing the conference. When the consult call is answered, the button changes to Conference Complete. To complete the conference, click the Conference Complete button.

When the conference operation completes, the two calls then appear on the Call Appearance Grid as one call.

Sending DTMF TonesOccasionally, the supervisor may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voicemail system, or other similar device.To transmit DTMF tones when connected to a call, perform the following steps.

Step 1 Select an active call in the call appearance grid.

Step 2 Click the Dial button. The following dialpad dialog box appears.

Step 3 Enter or click the keypad button that corresponds to the digit or character for which you want to send a DTMF tone.



On this dialing pad, you can also specify that DTMF tones, dial tones, Ring In tones (tones that signal a call received), and Ring Out tones (tones that signal that the phone you are calling is ringing) be muted. If you are using Media Termination it is recommended that you mute these tones, so these tones do not conflict with the tones Media Termination produces.



C H A P T E R 4

Managing Agents

The CTI OS Supervisor Desktop for IPCC Enterprise receives the current agent state information for each team member under his or her supervision from CTI OS. It then displays the current agent state for all team members in the Team Real-Time status window. The Team Real-Time Status window has the following components:

• Team State Information. The Team State Information window provides you with the current status of members of the agent team. Authorized supervisors can change the state of an actively monitored agent to make ready and logout.

• Monitored Calls. This section of the window displays call information for the agent that the supervisor selects. This section also includes buttons that allow the supervisor to silent monitor, barge in, or intercept a call.

Other supervisor functions include:

• Chat. A supervisor can send a message to or receive a chat message from a member of the agent team. When the chat message arrives at the supervisor desktop, a CTI OS Chat window displays the message in the Message Display section of the window.

• Record. With the proper recording equipment installed, supervisors can record any call that appears in their call control window.


Chapter 4 Managing AgentsTeam State Information

Team State InformationThe Team State Information section of the Team Real-Time Status window displays the following information for agents that are logged in:

• Name. The agent’s name.

• AgentID. The agents ID, as assigned by the agent’s manager.

• State. Current state of the logged in agent within voice domain.

• Time in State. The amount of time the agent has been in the current state.

• Skillgroup. Identifier of the skill group to which the agent belongs.

• Available for Call. Indicates if the agent is available to take a call. This column is relevant to multimedia configurations where an agent may be busy in another media (such as email or collaboration) and therefore will not be routed calls even if Ready in voice media.

Note If a logged-in agent is added to or removed from a skill group, the Team Real-Time Status window will not reflect the agent’s new skill group assignment until the agent logs out and logs in again.

Agent State ControlThe supervisor can use the Agent State Control to change the state of monitored agents. Possible state changes are Logout and Make Ready.

Note If a supervisor changes the state of a monitored agent, a reason code of 999 is passed down and recorded in the ICM database.

To control the agent state, perform the following steps.

Step 1 Select the agent in the Team State Information grid.


Chapter 4 Managing AgentsMonitoring Calls

Step 2 Click the Logout button to log the agent out, or the Make Ready button to put the agent in a ready state.

Note If a monitored agent is on a call when the supervisor clicks the Logout button, CTI OS will log the agent out as soon as the call ends.

Monitoring CallsThe Monitored Calls section of the Team Real-Time Status window displays information on calls for the currently selected agent.

Table 4-1 lists and describes each column in the Call Information section.

Table 4-1 Call Information Values

Column Definition

CallID The Call ID value assigned to this call by IPCC or the ICM software.



Note In addition to the fields listed in Table 4-1, the Call Information section may display custom configure Expanded Call Context (ECC) variables. See the Cisco ICM Software CTI OS System Manager’s Guide for details.

In addition to the Logout and Make Ready buttons discussed in “Agent State Control”, the Team State window contains the following buttons:

• Silent Monitor. A supervisor can choose to silent monitor an agent on his/her team. Silent Monitoring means that voice packets sent to and received by the agent’s IP hard phone are captured from the network and sent to the supervisor desktop. At the supervisor desktop, these voice packets are decoded and played on the supervisor’s system sound card.

Status The status of the call, such as Ringing, Talking, or Held.

DNIS The Dialed Number Identification Service number provided with the call.

ANI The calling line ID of the caller, usually the caller’s phone number.

CED The digits entered by the caller in response to IVR prompting.

DialedNumber The number that the caller dialed.

WrapUp Call-related wrap-up data.

CallType The general classification of the call type.

UserToUserInfo The ISDN user-to-user information element.

Var1 through Var10 Call-related variable data.

Table 4-1 Call Information Values (continued)



Note For an agent to participate in a Silent Monitor session, the CTI OS Agent Desktop must support Silent Monitor. Silent Monitor functionality is enabled in the login configuration settings. In addition, a specific network topology is required for Silent Monitor support. See the Cisco ICM Software CTI OS System Manager’s Guide for details on how to set up Silent Monitor configuration settings and on the necessary network topology.

To start a Silent Monitor session, a supervisor must select a logged in agent from the Team State Information grid and then click the Silent Monitor button. When the targeted agent desktop accepts the session, the voice conversation between the monitored agent and the caller will be forwarded to the supervisor desktop and played back on the soundcard of the system.

Note Silent Monitor does not capture and translate DTMF digits that are pressed on either the CTI OS Agent Desktop or on an agent's hard phone.

• Stop Monitoring Agent. To stop a Silent Monitor session, a supervisor clicks the Stop Monitoring Agent button anytime during the session. As soon as the supervisor clicks the button, the voice conversation stops playing back.

The Monitored Calls window contains the following buttons used for call control:

• Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent from the Team State Information grid and then select a call from the Monitored Calls section. When the supervisor clicks the Barge-In button, he or she now becomes a party to the call.

Note The supervisor must be in the Not Ready state in order to use the barge-in function.

• Intercept. The Intercept button can only be used after barge-in. The supervisor can use the Intercept button to drop the agent from the call, leaving only the supervisor and the customer on the call.


Chapter 4 Managing AgentsEmergency and Supervisor Assist Calls

Emergency and Supervisor Assist CallsAn agent may initiate Emergency and Supervisor Assist requests to get assistance from their supervisors. The Emergency and Assist buttons are in the Supervisor Assist section of the Agent softphone.

Figure 4-1 Agent Softphone Window

When the agent sends the emergency call or supervisor assist request, ICM software looks for an available supervisor from the supervisor group assigned to the agent and makes a call to the identified supervisor. The supervisor then receives an incoming call with a specific call type (i.e., assist, emergency). If the agent has a live call when making the assistance or emergency request, the agent can transfer or conference the call to/with the supervisor.

Note In order to receive emergency or assist calls, the supervisor must be in the Ready state.

ChatA supervisor can send a message to or receive a chat message from a member of the agent team. When a new chat message arrives at the supervisor desktop, if a CTI OS Chat window is open, it displays the message in the Message Display section of the window. If the Chat window is not open, the Chat button on the softphone flashes.


Chapter 4 Managing AgentsCall Recording

Figure 4-2 CTI OS Chat Window

A supervisor desktop and an agent desktop exchange text messages using the CTIOS/CTI Server. A supervisor can also send messages to a specific agent. To use the Chat function to send a message, perform the following steps.

Step 1 Click the Chat button in the Tools section of the Supervisor Softphone to display the CTI OS Chat window.

Step 2 In the Send To Agent ID field, use the drop-down list to select a specific agent or type in the Agent ID.

Step 3 Enter the text of the message in the Edit Outgoing Message section of the window.

Step 4 Click the Send button.

Any responses to the message appear in the Message Display section of the window.

Call RecordingThis feature allows a Supervisor to record calls using a configured recording device. Calls that can be recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the Supervisor call information display.


Chapter 4 Managing AgentsCall Recording

Note Using the Call Recording feature requires that you install third-party recording hardware/software. Contact your Cisco representative for more information.



C H A P T E R 5

Statistical Information

This chapter discusses the CTI OS Supervisor Desktop for IPCC Enterprise statistical displays.

• Agent Statistics

• Skill Group Statistics

The Agent Statistics and Skill Group Statistics displays appear as a separate window when you click the Statistics button (the leftmost button in the Tools section of the CTI OS Supervisor Desktop for IPCC Enterprise screen).

Figure 5-1 Statistics Displays

Agent StatisticsThe Agent Statistics section provides statistical information about the agent currently at the teleset device. This information is updated periodically, as well as after a call. Table 5-1 lists all the agent statistics that are visible on the Agent Statistics display.


Chapter 5 Statistical InformationAgent Statistics

Note In agent statistic names, Today is defined as the time since midnight. Session is defined as the time since the agent logged in.

Table 5-1 Agent Statistics Values

Statistic Definition

AvailTime Session Total time, in seconds, the agent was in the Available state for any skill group.

LoggedOnTime Session Total time, in seconds, the agent has been logged on.

NotReadyTime Session Total time, in seconds, the agent was in the Not Ready state for all skill groups.

ICMAvailable TimeSession Total time, in seconds, the agent was in the ICM Available state.

RoutableTime Session Total time, in seconds, the agent was in the Routable state for all skill groups.

AgentOutCalls Session Total number of completed outbound ACD calls made by agent.

AgentOutCalls TalkTimeSession Total talk time, in seconds, for completed outbound ACD calls handled 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.

AgentOutCalls Time Session Total handle time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call.



AgentOutCalls Held Session The total number of completed outbound ACD calls the agent has placed on hold at least once.

AgentOutCalls HeldTime Session Total number of seconds outbound ACD calls were placed on hold.

HandledCalls Session The number of inbound ACD calls handled by the agent.

HandledCalls TalkTime Session Total talk time in seconds for Inbound ACD calls counted as handled by the agent. Includes hold time associated with the call.

HandledCalls AfterCall TimeSession

Total after call work time in seconds for Inbound ACD calls counted as handled by the agent.

HandledCalls Time Session Total handle time, in seconds, for inbound ACD calls counted as handled by the agent. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call.

IncomingCalls Held Session The total number of completed inbound ACD calls the agent placed on hold at least once.

IncomingCallsHeldTime Session Total number of seconds completed inbound ACD calls were placed on hold.

InternalCallsSession Number of internal calls initiated by the agent.

InternalCallsTimeSession Number of seconds spent on internal calls initiated by the agent.

InternalCallsRcvdSession Number of internal calls received by the agent.

Table 5-1 Agent Statistics Values (continued)




InternalCalls RcvdTime Session Number of seconds spent on internal calls received by the agent.

InternalCalls HeldSession The total number of internal calls the agent placed on hold at least once.

InternalCalls HeldTime Session Total number of seconds completed internal calls were placed on hold.

AutoOutCalls Session Total number of AutoOut (predictive) calls completed by the agent.

AutoOutCalls TalkTime Session Total talk time, in seconds, of AutoOut (predictive) 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.

AutoOutCalls Time Session Total handle time, in seconds, for AutoOut (predictive) 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 after call work time for the call. The time includes hold time associated with the call.

AutoOutCalls Held Session The total number of completed AutoOut (predictive) calls the agent has placed on hold at least once.

AutoOutCalls HeldTime Session Total number of seconds AutoOut (predictive) calls were placed on hold.

PreviewCalls Session Total number of outbound Preview calls completed by the agent.





PreviewCalls TalkTime Session Total talk time, in seconds, of outbound Preview 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.

PreviewCalls TimeSession Total handle time, in seconds, outbound Preview 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 after call work time for the call. The time includes hold time associated with the call.

PreviewCalls HeldSession The total number of completed outbound Preview calls the agent has placed on hold at least once.

PreviewCalls HeldTime Session Total number of seconds outbound Preview calls were placed on hold.

Reservation CallsSession Total number of agent reservation calls completed by the agent.

Reservation CallsTalk TimeSession 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 CallsTime Session 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 after call work time for the call. The time includes hold time associated with the call.

Reservation CallsHeld Session The total number of completed agent reservation calls the agent has placed on hold at least once.

Reservation CallsHeld TimeSession

Total number of seconds agent reservation calls were placed on hold.

BargeInCalls Session Total number of supervisor call barge-ins completed.

InterceptCalls Session Total number of supervisor call intercepts completed.

MonitorCalls Session Total number of supervisor call monitors completed.

WhisperCalls Session Total number of supervisor whisper calls completed.

EmergencyCallsSession Total number of emergency calls .

AvailTimeToday Total time, in seconds, the agent was in the Available state for any skill group.

LoggedOnTime Today Total time, in seconds, the agent has been logged on.

NotReadyTime Today Total time, in seconds, the agent was in the Not Ready state for all skill groups.

ICMAvailable TimeToday Total time, in seconds, the agent was in the ICM Available state.

RoutableTime Today Total time, in seconds, the agent was in the Routable state for all skill groups.





AgentOutCalls Today Total number of completed outbound ACD calls made by agent.

AgentOutCalls TalkTime Today Total talk time, in seconds, for completed outbound ACD calls handled 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.

AgentOutCalls Time Today Total handle time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

AgentOutCalls HeldToday The total number of completed outbound ACD calls the agent has placed on hold at least once.

AgentOutCalls HeldTime Today Total number of seconds outbound ACD calls were placed on hold.

HandledCalls Today The number of inbound ACD calls handled by the agent.

HandledCalls TalkTime Today Total talk time in seconds for Inbound ACD calls counted as handled by the agent. Includes hold time associated with the call.

HandledCalls AfterCall TimeToday Total after call work time in seconds for Inbound ACD calls counted as handled by the agent.





HandledCalls TimeToday Total handle time, in seconds, for inbound ACD calls counted as handled by the agent. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call.

IncomingCalls HeldToday The total number of completed inbound ACD calls the agent placed on hold at least once.

IncomingCalls HeldTime Today Total number of seconds completed inbound ACD calls were placed on hold.

InternalCalls Today Number of internal calls initiated by the agent.

InternalCalls TimeToday Number of seconds spent on internal calls initiated by the agent.

InternalCalls RcvdToday Number of internal calls received by the agent.

InternalCalls RcvdTime Today Number of seconds spent on internal calls received by the agent.

InternalCalls HeldToday The total number of internal calls the agent placed on hold at least once.

InternalCalls HeldTime Today Total number of seconds completed internal calls were placed on hold.

AutoOutCalls Today Total number of AutoOut (predictive) calls completed by the agent.

AutoOutCalls TalkTime Today Total talk time, in seconds, of AutoOut (predictive) 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.





AutoOutCalls TimeToday Total handle time, in seconds, for AutoOut (predictive) 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 after call work time for the call. The time includes hold time associated with the call.

AutoOutCalls HeldToday The total number of completed AutoOut (predictive) calls the agent has placed on hold at least once.

AutoOutCalls HeldTime Today Total number of seconds AutoOut (predictive) calls were placed on hold.

PreviewCalls Today Total number of outbound Preview calls completed by the agent.

PreviewCalls TalkTimeToday Total talk time, in seconds, of outbound Preview 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.

PreviewCalls TimeToday Total handle time, in seconds, outbound Preview 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 after call work time for the call. The time includes hold time associated with the call.

PreviewCalls HeldToday The total number of completed outbound Preview calls the agent has placed on hold at least once.

PreviewCalls HeldTimeToday Total number of seconds outbound Preview calls were placed on hold.





Reservation CallsToday Total number of agent reservation calls completed by the agent.

Reservation CallsTalk TimeToday 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 CallsTimeToday 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 after call work time for the call. The time includes hold time associated with the call.

Reservation CallsHeldToday The total number of completed agent reservation calls the agent has placed on hold at least once.

Reservation CallsHeldTimeToday

Total number of seconds agent reservation calls were placed on hold.

BargeInCalls Today Total number of supervisor call barge-ins completed.

InterceptCalls Today Total number of supervisor call intercepts completed.

MonitorCalls Today Total number of supervisor call monitors completed.

WhisperCalls Today Total number of supervisor whisper calls completed.

EmergencyCalls Today Total number of emergency calls .

AvailTime Session Total time, in seconds, the agent was in the Available state for any skill group.




Chapter 5 Statistical InformationSkill Group Statistics

Skill Group StatisticsThe Skill Group Statistics display provides a feed of skill group statistics and queue-level statistics. Table 5-2 lists all the skill group statistics that appear in the Skill Group Statistics display.

Note If a logged-in agent is added to or removed from a skill group, the Skill Group Statistics display will not reflect the agent’s new skill group assignment until the agent logs out and logs in again.

LoggedOnTime Session Total time, in seconds, the agent has been logged on.

NotReadyTime Session Total time, in seconds, the agent was in the Not Ready state for all skill groups.

ICMAvailable TimeSession Total time, in seconds, the agent was in the ICM Available state.

RoutableTime Session Total time, in seconds, the agent was in the Routable state for all skill groups.

AgentOutCalls Session Total number of completed outbound ACD calls made by agent.



Table 5-2 Skill Group Statistics Values


AgentsLoggedOn Number of agents that are currently logged on to the skill group.

AgentsAvail Number of agents for the skill group in Available state.

AgentsNotReady Number of agents in the Not Ready state for the skill group.



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.

Table 5-2 Skill Group Statistics Values (continued)




AgentsTalking Reservation Number of calls to the skill group 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.

LongestRouterCallQNow The queue time, in seconds, of the currently ICM call router queued call that has been queued to the skill group the longest. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

CallsQNow The number of calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

CallsQTimeNow The total queue time, in seconds, of calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

LongestCallQNow The queue time, in seconds, of the currently queued call that has been queued to the skill group the longest. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

AvailTimeTo5 Total seconds agents in the skill group were in the Available state.

LoggedOnTimeTo5 Total time, in seconds, agents in the skill group were logged on.

NotReadyTimeTo5 Total seconds agents in the skill group were in the Not Ready state.





AgentOutCallsTo5 Total number of completed outbound ACD calls made by agents in the skill group.

AgentOutCallsTalk TimeTo5 Total talk time, in seconds, for completed outbound ACD calls handled by agents in the skill group. 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.

AgentOutCallsTimeTo5 Total handle time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

AgentOutCallsHeldTo5 The total number of completed outbound ACD calls agents in the skill group have placed on hold at least once.

AgentOutCallsHeldTimeTo5 Total number of seconds outbound ACD calls were placed on hold by agents in the skill group.

HandledCallsTo5 The number of inbound ACD calls handled by agents in the skill group.

HandledCallsTalk TimeTo5 Total talk time in seconds for Inbound ACD calls counted as handled by agents in the skill group. Includes hold time associated with the call.





HandledCallsAfter CallTimeTo5 Total after call work time in seconds for Inbound ACD calls counted as handled by agents in the skill group.

HandledCallsTime To5 Total handle time, in seconds, for inbound ACD calls counted as handled by agents in the skill group. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call.

IncomingCallsHeldTo5 The total number of completed inbound ACD calls agents in the skill group placed on hold at least once.

IncomingCallsHeldTimeTo5 Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group.

InternalCallsRcvdTo5 Number of internal calls received by agents in the skill group.

InternalCallsRcvd TimeTo5 Number of seconds spent on internal calls received by agents in the skill group.

InternalCallsHeldTo5 The total number of internal calls agents in the skill group placed on hold at least once.

InternalCallsHeld TimeTo5 Total number of seconds completed internal calls were placed on hold by agents in the skill group.

AutoOutCallsTo5 Total number of AutoOut (predictive) calls completed by agents in the skill group.





AutoOutCallsTalk TimeTo5 Total talk time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.

AutoOutCallsTime To5 Total handle time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

AutoOutCallsHeld To5 The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once.

AutoOutCallsHeld TimeTo5 Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group.

PreviewCallsTo5 Total number of outbound Preview calls completed by agents in the skill group.

PreviewCallsTalk TimeTo5 Total talk time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.





PreviewCallsTime To5 Total handle time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

PreviewCallsHeld To5 The total number of completed outbound Preview calls that agents in the skill group have placed on hold at least once.

PreviewCallsHeld TimeTo5 Total number of seconds outbound Preview calls were placed on hold by agents in the skill group.

ReservationCallsTo5 Total number of agent reservation calls completed by agents in the skill group.

ReservationCalls TalkTimeTo5 Total talk time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.

ReservationCalls TimeTo5 Total handle time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call.





ReservationCalls HeldTo5 The total number of agent reservation calls that agents in the skill group have placed on hold at least once.

ReservationCalls HeldTimeTo5 Total number of seconds agent reservation calls were placed on hold by agents in the skill group.

BargeInCallsTo5 Total number of supervisor call barge-ins completed in the skill group.

InterceptCallsTo5 Total number of supervisor call intercepts completed in the skill group.

MonitorCallsTo5 Total number of supervisor call monitors completed in the skill group.

WhisperCallsTo5 Total number of supervisor call whispers completed by agents in the skill group.

EmergencyCallsTo5 Total number of emergency calls completed by agents in the skill group.

CallsQ5 The number of calls queued to the skill group during the current five-minute. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

CallsQTime5 The total queue time, in seconds, of calls queued to the skill group during the current five-minute. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

LongestCallQ5 The longest queue time, in seconds, of all calls queued to the skill group during the current five-minute. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

AvailTimeToHalf Total seconds agents in the skill group were in the Available state.





LoggedOnTime ToHalf Total time, in seconds, agents in the skill group were logged on.

NotReadyTime ToHalf Total seconds agents in the skill group were in the Not Ready state.

AgentOutCallsTo Half Total number of completed outbound ACD calls made by agents in the skill group.

AgentOutCallsTalk TimeToHalf Total talk time, in seconds, for completed outbound ACD calls handled by agents in the skill group. 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.

AgentOutCallsTimeToHalf Total handle time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

AgentOutCallsHeldToHalf The total number of completed outbound ACD calls agents in the skill group have placed on hold at least once.

AgentOutCallsHeldTimeToHalf Total number of seconds outbound ACD calls were placed on hold by agents in the skill group.

HandledCallsToHalf The number of inbound ACD calls handled by agents in the skill group.





HandledCallsTalk TimeToHalf Total talk time in seconds for Inbound ACD calls counted as handled by agents in the skill group. Includes hold time associated with the call.

HandledCallsAfter CallTimeToHalf Total after call work time in seconds for Inbound ACD calls counted as handled by agents in the skill group.

HandledCallsTime ToHalf Total handle time, in seconds, for inbound ACD calls counted as handled by agents in the skill group. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call.

IncomingCallsHeldToHalf The total number of completed inbound ACD calls agents in the skill group placed on hold at least once.

IncomingCallsHeldTimeToHalf Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group.

InternalCallsRcvdToHalf Number of internal calls received by agents in the skill group.

InternalCallsRcvd TimeToHalf Number of seconds spent on internal calls received by agents in the skill group.

InternalCallsHeldToHalf The total number of internal calls agents in the skill group placed on hold at least once.

InternalCallsHeld TimeToHalf Total number of seconds completed internal calls were placed on hold by agents in the skill group.





AutoOutCallsToHalf Total number of AutoOut (predictive) calls completed by agents in the skill group.

AutoOutCallsTalk TimeToHalf Total talk time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.

AutoOutCallsTime ToHalf Total handle time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

AutoOutCallsHeld ToHalf The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once.

AutoOutCallsHeld TimeToHalf Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group.

PreviewCallsToHalf Total number of outbound Preview calls completed by agents in the skill group.





PreviewCallsTalk TimeToHalf Total talk time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.

PreviewCallsTime ToHalf Total handle time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

PreviewCallsHeldToHalf The total number of completed outbound Preview calls that agents in the skill group have placed on hold at least once.

PreviewCallsHeld TimeToHalf Total number of seconds outbound Preview calls were placed on hold by agents in the skill group.

ReservationCallsToHalf Total number of agent reservation calls completed by agents in the skill group.

ReservationCalls TalkTimeToHalf Total talk time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.





ReservationCalls TimeToHalf Total handle time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

ReservationCalls HeldToHalf The total number of agent reservation calls that agents in the skill group have placed on hold at least once.

ReservationCalls HeldTimeToHalf Total number of seconds agent reservation calls were placed on hold by agents in the skill group.

BargeInCallsToHalf Total number of supervisor call barge-ins completed in the skill group.

InterceptCallsTo Half Total number of supervisor call intercepts completed in the skill group.

MonitorCallsToHalf Total number of supervisor call monitors completed in the skill group.

WhisperCallsToHalf Total number of supervisor call whispers completed by agents in the skill group.

EmergencyCalls ToHalf Total number of emergency calls completed by agents in the skill group.

CallsQHalf The number of calls queued to the skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.





CallsQTimeHalf The total queue time, in seconds, of calls queued to the skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

LongestCallQHalf The longest queue time, in seconds, of all calls queued to the skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable.

AvailTimeToday Total seconds agents in the skill group were in the Available state.

LoggedOnTime Today Total time, in seconds, agents in the skill group were logged on.

NotReadyTime Today Total seconds agents in the skill group were in the Not Ready state.

AgentOutCalls Today Total number of completed outbound ACD calls made by agents in the skill group.

AgentOutCallsTalk TimeToday Total talk time, in seconds, for completed outbound ACD calls handled by agents in the skill group. 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.





AgentOutCallsTimeToday Total handle time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call.

AgentOutCallsHeldToday The total number of completed outbound ACD calls agents in the skill group have placed on hold at least once.

AgentOutCallsHeldTimeToday Total number of seconds outbound ACD calls were placed on hold by agents in the skill group.

HandledCallsToday The number of inbound ACD calls handled by agents in the skill group.

HandledCallsTalk TimeToday Total talk time in seconds for Inbound ACD calls counted as handled by agents in the skill group. Includes hold time associated with the call.

HandledCallsAfter CallTimeToday Total after call work time in seconds for Inbound ACD calls counted as handled by agents in the skill group.

HandledCallsTime Today Total handle time, in seconds, for inbound ACD calls counted as handled by agents in the skill group. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call.





IncomingCallsHeldToday The total number of completed inbound ACD calls agents in the skill group placed on hold at least once.

IncomingCallsHeldTimeToday Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group.

InternalCallsRcvd Today Number of internal calls received by agents in the skill group.

InternalCallsRcvd TimeToday Number of sec

Date post:	29-Jan-2021
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