Developer's Guide

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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
The CTI Server responds to the CTI Client with the QUERY_SKILL_GROUP_STATISTICS_CONF
message. “ToHalf” values represent statistics accumulated in the current half hour period. “Today”
values represent statistics accumulated since midnight. Call counts and times are updated when any
after-call work for the call is completed (calls currently in progress are not included in the statistics):
SkillGroupID The SkillGroupID of the desired agent SkillGroup. May
contain the special value NULL_SKILL_GROUP
(Table 6-3) when SkillGroupNumber is supplied.
UINT 4
Maximum message size (including header) 24
Table 5-74 QUERY_SKILL_GROUP_STATISTICS_REQ Message Format (continued)
Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format
Field Name Value
Data
Type
Byte
Size
MessageHeader Standard message header. MessageType = 115. MHDR 8
InvokeID Set to the same value as the InvokeID from the
corresponding request 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 not available.
Some ACDs ignore this field and/or use the ACD default;
see the list immediately following Table 5-6.
UINT 4
SkillGroupID The SkillGroupID of the desired agent SkillGroup. May
contain the special value NULL_SKILL_GROUP
(Table 6-3) when not available.
UINT 4
Real-Time Statistics
AgentsLoggedOn Number of agents that are currently logged on to the skill
group.
UINT 4
AgentsAvail Number of agents for the skill group in Available state. UINT 4
AgentsNotReady Number of agents in the Not Ready state for the skill
group.
UINT 4
AgentsReady Number of agents in the Ready state for the skill group. UINT 4
AgentsTalkingIn Number of agents in the skill group currently talking on
inbound calls.
UINT 4
AgentsTalkingOut Number of agents in the skill group currently talking on
outbound calls.
UINT 4
AgentsTalkingOther Number of agents in the skill group currently talking on
internal (not inbound or outbound) calls.
UINT 4
AgentsWorkNot
Ready
Number of agents in the skill group in the Work Not Ready
state.
UINT 4
AgentsWorkReady Number of agents in the skill group in the Work Ready
state.
UINT 4