Developer's Guide

5-78
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 Application Level Interfaces
Miscellaneous Service
QUERY_SKILL_GROUP_STATISTICS_REQ
The QUERY_SKILL_GROUP_STATISTICS_REQ message, defined in Table 5-74, allows a CTI Client
to obtain the current call handling statistics for one of the client agent’s skill groups. To avoid impacting
system performance, clients should not request skill group statistics too frequently. Depending upon the
needs of the client application, updating skill group statistics after each call is handled my be
appropriate.
Reservation
CallsHeld
TimeToday
Total number of seconds agent reservation calls were placed on
hold.
UINT 4
BargeInCalls
Today
Total number of supervisor call barge-ins completed. UINT 4
InterceptCalls
Today
Total number of supervisor call intercepts completed. UINT 4
MonitorCalls
Today
Total number of supervisor call monitors completed. UINT 4
WhisperCalls
Today
Total number of supervisor whisper calls completed. UINT 4
EmergencyCalls
Today
Total number of emergency calls. UINT 4
Floating Part
Field Name Value
Data
Type
Max.
Size
AgentExtension The agent’s ACD teleset extension. STRING 16
AgentID The agent’s ACD login ID. STRING 12
AgentInstrument The agent’s ACD instrument number. STRING 64
Maximum message size (including header) 434
Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued)
Table 5-74 QUERY_SKILL_GROUP_STATISTICS_REQ Message Format
Field Name Value
Data
Type
Byte
Size
MessageHeader Standard message header. MessageType = 114. MHDR 8
InvokeID An ID for this request message that will be returned in the
corresponding confirm message.
UINT 4
PeripheralID The PeripheralID of the ACD where the skill group is
located.
UINT 4
SkillGroupNumber The number of the desired agent SkillGroup, as known to
the peripheral. May contain the special value
NULL_SKILL_GROUP (Table 6-3) when SkillGroupID is
supplied. Some ACDs ignore this field and/or use the ACD
default; see the list immediately following Table 5-6.
UINT 4