CTI OS Agent Desktop and Supervisor User Guide for Cisco ... · v CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise Release 8.5(1) About This Guide

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CTI Toolkit Agent and Supervisor Desktop Guide for Cisco Unified Contact Center EnterpriseRelease 8.5(1)

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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center EnterpriseCopyright © 2010, Cisco Systems, Inc.All rights reserved.

iiiCTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise

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C O N T E N T S

About This Guide v

Purpose v

Audience v

Important Note for Mobile Agent Users v

Related Documentation 1-v

Conventions vi

Obtaining Documentation and Submitting a Service Request 1-vi

Documentation Feedback 1-vii

C H A P T E R 1 Using the CTI Toolkit Agent and Supervisor Desktops 1-1

Starting CTI Toolkit Desktops 1-1

How to Log In 1-1

About the Agent and Supervisor Desktops 1-3

About the Tool Bar 1-3

About the Call Information Grid 1-3

About the Status Bar 1-4

IP Communicator 1-4

Changing Your Agent State 1-5

Changing to Ready State 1-5

Changing to NotReady State 1-5

Changing to Wrapup State 1-6

Processing Calls 1-6

Making Calls 1-7

Answering Calls 1-8

Using Agent Greeting When Answering Calls 1-8

Call State During Whisper Announcement 1-9

Hanging Up Calls 1-10

Transferring Calls 1-11

Conferencing Calls 1-12

Agent Greeting During Transfers and Conferences 1-13

Sending DTMF Tones 1-13

Recording Calls 1-14

Entering Wrapup Data 1-14

Communicating with Other Call Center Personnel 1-15

Contents

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CTI OS Chat 1-15

Requesting Supervisory Assistance (Agent Desktop only) 1-17

How to Log Out 1-17

Keyboard Shortcuts 1-18

Desktop Tool Bar Button Shortcuts 1-18

Call Information Grid Shortcuts 1-18

Accessibility Options 1-20

Support for the JAWS Screen Reader 1-20

Keyboard Commands for JAWS 1-20

Accessibility and Asynchronous Events 1-20

C H A P T E R 2 Supervising Agents 2-23

Team Real-Time Status Overview 2-23

Supervisor State Control 2-23

Managing Agents 2-24

Team State Information 2-24

Agent State Control 2-25

Monitoring Calls 2-25

Silent Monitoring 2-26

Unified CM Based Silent Monitor Use Cases 2-27

Silent Monitor With Agent Greeting and Whisper Announcement 2-32

Agent Re-Skilling Tool 2-32

2-32

C H A P T E R 3 Interpreting Call and Statistical Information 3-33

Call Information 3-33

Agent Statistics 3-34

Skill Group Statistics 3-39

Statistics Window Navigation 3-49

I N D E X

vCTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise

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About This Guide

PurposeThis manual provides instructions for using the default, production-ready CTI Toolkit Agent Desktop.

AudienceThis manual is intended primarily for agents and supervisors who use the CTI Toolkit Desktop to answer and process calls. This manual assumes that an administrator has already installed the hardware and software needed to run the CTI Toolkit Desktops.

Important Note for Mobile Agent UsersThe instructions for using your agent or supervisor desktop described in this document do not address differences that apply when you log in as a Mobile Agent. Please consult the "Using Unified Mobile Agent" section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for instructions on using your desktop when you log in as a Mobile Agent.

The Mobile Agent Guide for Cisco Unified Contact Center Enterprise is available on your desktop software product CD. It can also be downloaded from Cisco's Web site at: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html.

Related DocumentationDocumentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at http://www.cisco.com/web/psa/products/index.html.

• Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).

http://www.cisco.com/web/psa/products/index.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html


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About This GuideObtaining Documentation and Submitting a Service Request

• For documentation for these Cisco Unified Contact Center Products, go tohttp://www.cisco.com/web/psa/products/index.html click on Voice and Unified Communications, then click on Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, then click on the product/option you are interested in.

• For troubleshooting tips for these Cisco Unified Contact Center Products, go to http://docwiki.cisco.com/wiki/category:Troubleshooting, then click the product/option you are interested in.

• Documentation for Cisco Unified Communications Manager, is accessible from: http://www.cisco.com/web/psa/products/index.html

• Technical Support documentation and tools are accessible from: http://www.cisco.com/en/US/support/index.html

• The Product Alert tool can be accessed through (login required) http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice

ConventionsThis manual uses the following conventions.

Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, submitting a service request, and gathering additional

information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

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 Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

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

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



http://www.cisco.com/en/US/support/index.html

http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

http://docwiki.cisco.com/wiki/category:Troubleshooting

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About This GuideDocumentation Feedback

Documentation FeedbackYou can provide comments about this document by sending an email to the following address:

mailto:[email protected]

We appreciate your comments.

mailto:[email protected]

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C H A P T E R

1-1CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise

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1Using the CTI Toolkit Agent and Supervisor Desktops

This chapter describes how to login, and use the CTI Toolkit Agent and Supervisor desktops.

Starting CTI Toolkit DesktopsTo access your CTI Toolkit Desktop:

1. Select Start > Programs > Cisco Systems CTI Toolkit.

2. Select Agent Desktop (for agents) or Supervisor Desktop (for supervisors).

How to Log InTo log into your CTI Toolkit Desktop, on the tool bar, click the Login button.

Figure 1-1 CTI Login Dialog


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsStarting CTI Toolkit Desktops

The information you need to provide to login can vary according to your installation. It may include

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

• Agent ID. (or Login Name) Your agent ID.

• Password. Your password.

• Instrument. (or Position ID) The device ID of the teleset you receive calls on.

• Skillgroup. Your Skill Group Number.

• Work Mode. A value representing your desired work mode, The default is ManualIn.

• Mobile Agent. Check this box if you are logging in as a Mobile Agent (that is, if you are logging into a phone not directly controlled by Cisco Unified Communications Manager). Then enter the following:

– Phone Number: Enter the mobile phone number you will receive calls on. Enter the number in the same format as you would dial it from your call center, unless your system administrator tells you to use a different format.

Note CTI OS does not validate Mobile Agent phone numbers. Make sure you enter the number correctly. Otherwise, your CTIOS desktop will show incoming calls but callers will hear only ringing out, and your agent phone will not ring at all.

– Call Mode: Select one of these Call Modes:

•Call-by-call: You phone is dialed for each incoming call.

•Nailedconnection: Your phone is dialed once immediately after you log in and remains connected through multiple customer calls.

Note The instructions for using your agent or supervisor desktop described in this document do not address important differences that may apply when you log in as a Mobile Agent. Please consult the “Using Unified Mobile Agent” section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for instructions on using your desktop when you log in as a Mobile Agent.

After you complete all fields, click OK. Once you are logged in:

• You automatically enter either the Ready or NotReady state depending on your installation.

• The status bar on the bottom of the CTI Toolkit Desktop Screen displays the following information:

– Your Agent ID

– Your Agent Extension

– Your Agent Instrument

– Your Current Agent Status

– The server you are connected to

• Buttons for actions that are allowed from your current agent state are enabled.

Note More than one user can log into a CTI Toolkit desktop on the same workstation. To do this, launch a separate instance of the desktop and then log in as a different user.



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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsAbout the Agent and Supervisor Desktops

About the Agent and Supervisor Desktops

About the Tool BarDepending on how your call center has been set up, your agent or supervise desktop may contain all or just some of these button groups:

• Login. Buttons that let you log in and out.

• Agent State. Buttons that let you change the state of your availability.

• Greeting: Buttons to turn your Agent Greeting on and off, and a button to record and listen to your greetings.

• Dial/Answer/Release. Buttons that let you make, answer, and hang up calls.

• Hold/Retrieve. Buttons that let you put a call on hold and retrieve a held call.

• Alternate/Reconnect. Buttons that let you alternate between and reconnect active calls.

• Conference/Transfer. Buttons that let you initiate and complete conference and transfer operations.

• Supervisor Assist. (on Agent Desktops only) Buttons that let you request assistance from a supervisor.

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

• Video. (not shown) Opens the ViewMaster video browser page. This must be enabled/configured during client setup.

About the Call Information GridThe call information grid area of the agent and supervisor desktops displays call-related data for each call currently on the softphone.

Table 1-1 Call Information Values

Column Definition

CallID The Call ID value assigned to this call by Unified Contact Center or the Unified ICM.


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsAbout the Agent and Supervisor Desktops

About the Status BarThe status bars on the agent and supervisor desktop windows display information about the status of the softphone.

IP CommunicatorCTI Toolkit desktops support IP Communicator as a replacement for Media Termination. (Media Termination is not supported.)

IP Communicator is neither installed with or started with CTI Toolkit desktops.

You must start IP Communicator manually. If you log into your desktop, and IP Communicator has not been started—that is, the device is not in service and registered with Unified CM — you may see the following:

Error Message CTI Warning: The request failed because a timeout limit was exceeded.

Note IP Communicator softphone introduces features such as Call Park and Pickup that are not supported by Cisco Unified CCE. For all call-handling purposes desktop controls must be used. Also, to conserve resources, keep IP Communicator minimized as much as possible. If you have questions about IP Communicator, contact your system manager.

Set the following Communicator preferences:

• Uncheck the “Bring to Front on Active Call” option (default is unchecked)

• Check the “Hide on Minimize” option (default is unchecked)

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.

Var1 through Var10 Call-related variable data.

Table 1-1 Call Information Values (continued)


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsChanging Your Agent State

Figure 1-2 Cisco IP Communicator

Changing Your Agent StateThis section describes how to change to the Ready, Not Ready, and Wrapup states. It does not discuss automatic agent state transitions (such as Ready or NotReady to Talking) that occur by means other than clicking the Agent State control buttons.

Caution When on an Aspect ACD, clicking the Ready or Not-Ready buttons while you are on a call will hang up the call.

Changing to Ready StateIf the Ready button is enabled, you are in a valid state to go to Ready. To enter the Ready state, click the Ready button while in NotReady state.

On entering Ready state, you are ready to accept calls.

Changing to NotReady StateIf the NotReady button is enabled, you are in a valid state to go to NotReady. To enter the NotReady state, click the NotReady button.

Depending on your installation, you may need to provide a reason for going NotReady.

Figure 1-3 Not Ready Reason Codes selection Dialog


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsProcessing Calls

On entering NotReady state you cannot accept routed calls but you can still receive calls made to your direct extension. In some installations you can still receive calls made to your Agent ID.

Changing to Wrapup StateDepending on your installation, there are two possible ways to enter Wrapup state:

• You enter wrapup state automatically when you complete a call.

• You enter wrapup when you click the Wrapup button, either immediately or after you complete the current call.

You cannot receive calls while in the Wrapup states.

When you enter Wrapup state, the Wrapup dialog box opens.

Figure 1-4 WrapUp Data selection Dialog

You can select one of the displayed choices or enter something different in the edit box. You can also enter wrapup data in the WrapUp column of the Call Information grid any time a call is displayed.

Processing CallsThis section describes how to make, answer, and process calls. It discusses the following tasks:

• Making Calls

• Answering Calls

– Using Agent Greeting When Answering Calls

• Hanging Up Calls

• Transferring Calls

• Conferencing Calls

• Sending DTMF Tones

• Desktop Tool Bar Button Shortcuts

• Call Information Grid Shortcuts

• How to Log Out


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Making CallsTo make a call:

Step 1 Enter a state from which you can make a call. You are in the correct state to make a call if the Dial button is enabled. This is switch specific; legal states from which to make a call can include Ready, NotReady, or Hold. If the Dial button is not enabled, change your state as needed until the Dial button becomes enabled.

Step 2 Click Dial. The following dialog box appears.

Figure 1-5 CTI Dialing Pad

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.

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

Figure 1-6 CTI Dialing Pad with More options

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

Step 4 Click Dial.


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Answering CallsWhen the Call Information Grid shows an alerting call, the Answer button enables. To answer an incoming call, click Answer. When the call is answered, the Release button becomes enabled.

Note If a button enablement event disables the button that currently has focus, focus will be moved to the first enabled button in the tab order.

Using Agent Greeting When Answering Calls

The Agent Greeting feature lets you record a message that plays automatically to callers when they connect to you. Your greeting message can welcome the caller, identify yourself, and include other useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced, language-appropriate, and enthusiastic introduction. And it saves you, the agent, from having to repeat the same introductory phrase for each call. It also gives you a moment to review your desktop software screen pop while the greeting plays.

The process of recording a greeting is much the same as recording a message for your voice mail. Depending on how your call center is set up, you may be able to record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers).

By default, greeting play is enabled when you log in to your agent desktop. But you can turn it off and on as necessary.

How to Record a Greeting

Recording an Agent Greeting is very similar to recording a personal message for your voice mail. To record a greeting, you must be logged in to your desktop software and in the Not Ready state.

To record a greeting:

1. Click the Agent Greeting Record button on your desktop.

2. You may hear a brief ring tone, after which you'll receive voice instructions for recording a greeting. Options may include selecting a greeting type (if your call center uses more than one greeting per agent), recording, playing back, and confirming whether to use the new greeting. There will also be an option for listening to your existing greetings.

3. When you connect to the Record Greeting service, a dialog box containing a dial pad opens on your agent desktop. You can use either it or the keypad on your phone to make your selections. (If you accidentally close the dialog box before you are done recording your greeting you will not be able to re-open it; use the keypad or your hard phone to complete your recording.)


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4. If you prefer to exit without recording a greeting, simply release the call.

How many different greetings you will use and need to record is determined by your call center. It may vary depending on things like your skill group membership or the time of day or day of the week. Your call center also determines how long your greeting can be. When you are recording, you receive notification if you have reached the maximum recording time.

How to Delete a Greeting

You cannot delete an agent greeting. However, you can record over previously recorded greetings. When you record over a greeting, the new greeting will be used for the next customer call you take.

How to Review Your Greetings

If you simply want to listen to your current greeting(s), click the Agent Greeting Record button on your desktop and select the greeting you want to listen to.

Enabling or Disabling Greeting Play

Your CTI desktop tool bar includes a Greeting button that lets you turn the Agent Greeting feature off and on. There are various reasons you might want to turn off your greeting. You might want to turn off your greeting on a day when you have a cold and you are concerned that your voice does not sound like your recorded message. Or you might want to turn off a greeting that was appropriate yesterday but isn't today, until you have time to go Not Ready and record a new one. Turning off Agent Greeting will not affect a greeting that is already playing to a caller.

Turning off Agent Greeting stops your greetings from playing until you manually turn it back on again, or until the next time you log in to the desktop; Agent Greeting is always automatically turned on at login.

To turn Agent Greeting off, with Greeting enabled, click the Greeting button. The button's icon changes to

To turn Agent Greeting back on, click the button again. Its icon changes to

If Your Desktop Closes

If, while you are logged in, your agent or supervisor desktop software closes for any reason, when you relaunch it your Agent Greeting state is set to Enabled.

Call State During Whisper Announcement

Your call center’s Unified CCE installation may include the Whisper Announcement feature. Whisper Announcement lets you hear a brief, pre-recorded message just before you connect with each caller. The announcement is played only to you; the caller hears ringing while the announcement plays.


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While the content of the announcement can be anything, it will typically contain information about the caller that helps you handle the call. The information might be the caller's language preference, choices he made from a menu (Sales, Service), his customer status (Platinum, Gold, Regular), and so on.

While a Whisper Announcement is playing, your agent or supervisor desktop will show the call in Ring state. Your physical phone will show your state as Talking.

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

To transfer a call:

Step 1 Click on the Transfer button. The CTI Dialing Pad dialog box appears.



Step 3 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.


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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 Single Step. The call is transferred automatically.

• If you wish to speak with the consulted agent, click Transfer Init. Clicking Transfer Init puts the call on hold. 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 Transfer Complete.

Transferring CallsTo transfer a call:

Step 1 Click on Transfer. The CTI Dialing Pad dialog box appears.



Optionally, click More button to open the following display.


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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 Single Step. The call is transferred automatically.

• If you want to speak with the consulted agent, click Transfer Init. Clicking Transfer Init puts the call on hold. 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 Transfer Complete.

Conferencing CallsTo initiate a conference call.

Step 1 Click on Conference. The CTI Dialing Pad dialog box appears.



Optionally, click More button to open the following display.


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Step 3 Click Conference Init. This puts the call on hold. 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 Conference Complete.

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

Agent Greeting During Transfers and Conferences

Agent Greeting functions much the same for blind transfer and conference calls as it does for customer calls. When you blind transfer a call to another agent, your customer hears the other agent's greeting (assuming that agent has greeting enabled). Similarly, when you conference in another agent, all parties on the call hear the other agent's greeting.

Consultative transfers work a little differently. When you place a consultative transfer, your customer will not hear the other agent's greeting. (Provided of course that you don't transfer the customer while the other agent's greeting is still playing.)

Sending DTMF TonesOccasionally, you may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voice mail system, or other similar device.To transmit DTMF tones when connected to a call:.

Step 1 Select an active call in the Call Information Grid.

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


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsEntering Wrapup Data


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 IP Communicator, mute these tones they do not conflict with the tones IP Communicator produces.

Recording CallsThis 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.

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

Entering Wrapup DataDepending on how your call center is set up, you may be required or given the option of entering wrap up information after completing a call. In such cases tTe Wrapup dialog box opens automatically when you enter Wrapup state.


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsCommunicating with Other Call Center Personnel

Figure 1-14 WrapUp Data Code selection Dialog

You can select a reason from the list box or enter wrapup text in the text box, then click the Apply button to proceed.

Note It is not possible to enter wrap up data for the consult call following a completed transfer or a conference call, because the consult call is not only cleared but also completely ended. If you wish to enter wrap-up data for a call to be transferred, you must do so while the call is in progress by double clicking the Wrap-up column for the call in the Call Information section. However a wrap-up data window is available when you drop out from a conference call after the call is completed.

After you click the Apply button on the Wrapup dialog box, you may click the Ready or NotReady buttons to go to one of those states. If you do not click one of these buttons after a configurable period of time, you eventually return to the state that was in effect before the previous call.

• For incoming routed calls, your state returns to Ready.

• For outgoing calls, state returns to NotReady.

• For incoming internal calls, your state returns to either Ready or NotReady depending on the state that was in effect before the call.

Communicating with Other Call Center PersonnelThis section describes tools you can use to contact other agents and supervisors.

CTI OS ChatWhen you click the Chat button from the CTI Toolkit Desktop main screen, the CTI OS Chat dialog box opens.


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsCommunicating with Other Call Center Personnel

Figure 1-15 CTI Toolkit Chat

Note The Send To Agent ID drop down list is initially empty. The drop down list is populated with contacts as you send and receive messages to and from other agents or supervisors. Type the Agent ID into the field If the Agent ID drop-down list does not contain the Agent ID of the agent you wish to contact.

Depending on the access rights your system administrator has configured you can chat with the following call center personnel.

• The primary supervisor of your team

• The secondary supervisor of your team

• Anyone in your agent team

• Anyone on the same peripheral

• The agent IDs of agents you have chatted with during the current chat session are also displayed.

To send a chat message, enter the text of your message in the Edit Outgoing Message field.

If the CTI OS Chat dialog box is open, incoming messages from other logged-in agents appear in the Message Display window. If this dialog box is not open, the Chat button on the main screen will flash; then click the Send button.

The following table describes the keys used to operate “Send To Agent ID” combo box.

Key

Action

Not Editing Editing

Up/Down arrows Move to the previous/next item in the list.

Any typing is replaced with the previous/next item in the list. Move to the previous/next item in the list.

Alphanumeric characters

Begin editing. Characters appended to current string.

Right/Left arrows Nothing Move cursor around in the string.


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsHow to Log Out

Requesting Supervisory Assistance (Agent Desktop only)The Supervisor Assist section of the CTI Toolkit Agent Desktop includes two buttons that let you call your supervisor.

• The Emergency button, on the left, initiates an emergency call to your supervisor.

• The Assist button, on the right, initiates a regular call to your supervisor.

When you click one of these buttons, a call appears in your supervisor’s Call Information Grid. The DialedNumber field on the Supervisor Desktop identifies calls made with these buttons with the DialedNumber that the system administrator has configured for emergency and assist calls.

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

How to Log OutTo log out of your CTI Toolkit Desktop:

1. If the Logout button is enabled, click it. (Some installations may require you to switch to the NotReady state before you can log out.)

Step 4 Depending on how your system is set up, you may be prompted to select a Select Reason Code, Select a reason from the list and click OK.

Figure 1-16 Not Ready Reason Codes

After you log out:

• You are logged out of CTI OS and the ACD switch.

• All entries in the status bar at the bottom of the desktop screen become blank except for Agent Status, which becomes “Unknown.”

• All Agent State Control buttons except Login are disabled.

• All Call Control buttons are disabled.

Note For mobile agents, when a Nailed-up mobile agent connection is dropped (for example, when you disconnect the phone), you are logged out automatically.

• Uncheck the “Bring to Front on Active Call” option (default is unchecked)

• Check the “Hide on Minimize” option (default is unchecked)


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsKeyboard Shortcuts

Keyboard Shortcuts

Desktop Tool Bar Button ShortcutsYou can use these keystrokes in place of the buttons on the desktop toolbar.

Call Information Grid ShortcutsFollowing are the keyboard shortcuts for movement within the Call Information Grid window:

Button Hotkey

Login Alt+l

Logout Alt+o

Ready Alt+r

Not Ready Alt+n

Wrapup Alt+w

Dial Alt+d

Answer call Alt+a

Release call Alt+x

Hold Alt+h

Retrieve Alt+i

Alternate Alt+s

Reconnect Alt+e

Conference Alt+c (Toggle key)

Transfer Alt+t (Toggle key)

Emergency Alt+g

Supervisor assist Alt+q

Show statistics Alt+y

Chat Alt+z

Record Alt+f

Bad line Alt+b

Key Action

Alt+j Moves focus to the Call Appearance Grid.

Tab Move to the element that follows the grid in the tab order.

Shift-tab Move to the element that precedes the grid in the tab order.


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsKeyboard Shortcuts

Use these commands to edit the contents of a call grid cell:

right arrow Move to the cell to the right of the current cell. If the user selects the right arrow in the last cell of the current line, the focus will move to the first cell of the current line.

left arrow Move to the cell to the left of the current cell. If the user selects the left arrow in the first cell of the current line, the last cell on the current line will be highlighted.

up arrow Move to the cell above the current cell. If the current cell is at the top of its column, the focus will wrap to the first non-empty row from the bottom of the current column.

down arrow Move to the cell below the current cell. If the current cell is at the bottom of its column or if the row following the current row is empty, the focus will wrap to the top of the current column.

Key Action

Key

Action

Not Editing Editing

Del Clear the contents of the cell and begin editing.

Delete the character that follows the cursor.

Any character currently allowed to be entered in the cell except backspace

Does nothing. If you are editing, the character typed is placed at the cursor position.

Backspace The contents of the cell are deleted. The user is placed into edit mode.

The character before the cursor is deleted.

Enter Does nothing Ends editing and leaves focus on the current cell.

F2 Places the cursor at the beginning of the value in the cell.

Does nothing.

Right arrow Move to the cell to the right of the current cell. If the user selects the right arrow in the last cell of the current line, the focus will move to the first cell of the current line.

Move the cursor further one step or to the last character.

Left arrow Move to the cell to the left of the current cell. If the user selects the left arrow in the first cell of the current line, the last cell on the current line will be highlighted.

Move the cursor to one step backward or to the first character.


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Chapter 1 Using the CTI Toolkit Agent and Supervisor DesktopsAccessibility Options

Accessibility Options

Support for the JAWS Screen ReaderCTI OS desktops support the JAWS Screen Reader, version 8.0 and above.

Keyboard Commands for JAWS• When a cell on the call grid is highlighted, press F3 to have JAWS read back the cell's header and

the cell's contents.

• When an entire row is selected, press Insert + Up Arrow to have JAWS read the contents of each cell in the row.

• Press Insert + Page Down to have JAWS read the status bar.

Accessibility and Asynchronous EventsThe following table lists different asynchronous events and how to use the JAWS screen reader the determine their state.

Up arrow Move to the cell above the current cell. If the current cell is at the top of its column, the focus will wrap to the first non-empty row from the bottom of the current column.

Does nothing.

Down arrow Move to the cell below the current cell. If the current cell is at the bottom of its column or if the row following the current row is empty, the focus will wrap to the top of the current column.

Does nothing.

Esc Does nothing. Restores the cell to the value it had before being edited and exit edit mode.

Key

Action

Not Editing Editing

Event Notification

OnConnection and OnConnectionClosed

To determine if you are connected, have JAWS read the status bar.

Answer call, conference call, transferred call

Your phone provides an audible clue.

To have JAWS determine if you have a call, have it read the status bar.


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Call established Your phone signals the call is established (ringing ends).

To have JAWS provide information on the call, highlight the call’s row and have JAWS read the contents of each cell in the row.

Call held Your phone provides an audible clue.

To have JAWS provide information on the call, highlight the call’s row and have JAWS read the contents of each cell in the row.

Call conferenced, call transferred

The phone is the best way to determine if the call has been conferenced or transferred.

The call grid also reflects the state of the call.

Call cleared The phone and the call grid can be used to determine the state of the call.

Agent state changes

To determine your state, have JAWS read the status bar.

Event Notification


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C H A P T E R


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2Supervising Agents

This chapter provides an overview of the tools available to CTI Toolkit supervisors.

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, starting silent monitor, stopping silent monitor, barging in on agent calls, and intercepting agent calls.

Figure 2-1 CTI Toolkit Real-Time Status for Voice

Supervisor State Control

Use 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.

• Agent State. This section contains:

– Ready. Puts you in a ready state


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Chapter 2 Supervising Agents

– Not Ready. Puts you in a not ready state.

– Wrap up. Puts you in wrapup mode.

Note When you as a supervisor log in to the Supervisor Desktop after the agent, the real time agent state is displayed as 'unknown’ until there is a change in the agent’s state. If you log in before the agent, the agent’s existing state is displayed.

Managing AgentsThe CTI Toolkit Supervisor Desktop 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 a monitored agent to Ready and Logout. This section also includes buttons that let you silent monitor, barge in, or intercept a call.

Note When using CTI OS based silent monitor, supervisors cannot be silent monitored. Only agents can be silent monitored. When using Unified CM-based silent monitor, supervisors can be silent monitored.

• Monitored Calls. This section of the window displays call information for the agent that you select.

Other supervisor functions include:

• Agent Re-skilling. Unified Contact Center includes the Agent Re-skilling tool. This tool, an optionally installed browser-based application separate from the Supervisor Desktop, lets supervisors change the skill group designations of agents on his/her team and lets supervisors quickly view skill group members and details on individual agents.

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 agent’s 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.

Note The agent-state times that the CTI Toolkit Supervisor Desktop displays are estimates. The actual amount of time that the agent takes in a respective state may be obtained from the Unified ICME database.

• Login Name. The used by the agent to login when login by agent name is configured.


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• SkillName. The names of the skillgroups to which the agent belongs.

• Skillgroup. Identifiers of the skill groups 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 medium (such as e-mail or collaboration) and therefore will not be routed calls even if Ready in voice.

Agent State ControlYou 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 Unified ICME database.

To control the agent state, perform the following steps.

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

Figure 2-2

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 you clicks the Logout button, CTI OS will log the agent out as soon as the call ends.

The Agent State Control 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 you clicks the Barge-In button, he or she now becomes a party to the call.

Note You 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. You can use the Intercept button to drop the agent from the call, leaving only you and the customer on the call.

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

Table 2-1 lists and describes each column in the Call Information section.


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Silent Monitoring

Silent monitoring provides you with the ability to listen in on agent’s calls for quality control and performance evaluation. Two silent monitoring types are supported for Unified Contact Center:

• CTI OS based

• Unified CM based

Both CTI OS based and Unified CM based silent monitor sessions are started and stopped using the Start Silent Monitor and Stop Monitoring Agent buttons on the Team State window.

Supervisor State Requirements for Silent Monitor

When using Unified CM based silent monitor, you must be in the Not Ready state in order to silent monitor an agent.

When using CTI OS based silent monitor, you are able to silent monitor when in the Ready state.

CTI OS Based Silent Monitoring

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 device are captured from the network and sent to your desktop. At your desktop, these voice packets are decoded and played on your system sound card.

To start a Silent Monitor session, a supervisor must select a logged in agent from the Team State Information grid and then click the Start 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 your desktop and played back on the sound card of the system.

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


Column Definition

CallID The Call ID value assigned to this call by Unified Contact Center or the Unified ICM.






WrapUp Call-related wrap-up data.


Var1 through Var10 Call-related variable data.


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

Cisco Unified Communications Manager (Unified CM) Based Silent Monitoring

Unified CM Based Silent Monitor Overview

Unified CM based Silent Monitor provides a supervisor with a means to listen in on agent calls in Unified Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send Silent Monitor requests to monitor agents without the agent being aware of any monitoring activity. When the Unified CM based approach is adopted for silent monitoring, the agent's phone is used to forward the agent's conversation to your phone.

Unified CM based silent monitor is the Unified CM implementation of silent monitor. When Unified CM based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, your are able to hear the agent’s conversation using their phone. The following section describes how to enable Unified CM based silent monitor in custom CTI OS applications.

Silent monitor is triggered by selecting the start silent monitor button on your desktop. The call that results from the silent monitor request displays on your desktop, but not the agent desktop. On the Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent monitor call are listed in the Monitored Calls grid.

CTI OS and Unified CM Based Silent Monitor Differences

Besides the differences in implementation CTI OS and Unified CM silent monitor also differ in when they can be invoked and when they end.

Table 2-2 Silent Monitor Differences

Unified CM Based Silent Monitor Use Cases

The following use cases illustrate how Unified CM silent monitor behaves in various scenarios.

CTI OS Silent Monitor Unified CM Silent Monitor

You can silent monitor an agent in any state, as long as the agent is logged in.

You can only silent monitor an agent when the agent and customer are talking.

You can silent monitor an agent that is on hold. You cannot silent monitor an agent that is on hold.

When an agent consults, you automatically hear the consult call.

When an agent consults, you must stop silent monitoring the held call and start silent monitoring the consult call.

Supervisor can silent monitor while in any state. You can only silent monitor when in the not ready state.

Supervisor can barge-in while silent monitoring. You must stop silent monitoring before barging in.

When a call ends, as long as you have not stopped silent monitoring, you automatically silent monitors the next call.

When the call that is being silent monitored ends, the silent monitor call ends. You must re-start silent monitor when the agent answers another call.


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Table 2-3 Unified CM Based Silent Monitor Use Cases

Use Case Description

Supervisor Silent Monitors Agent with Legacy Unified CM

You desktop will receive a control failure and will display error 13140.

Supervisor Silent Monitors Agent; Agent has Legacy Phone


Supervisor Silent Monitors Agent; Supervisor has Legacy Phone

Silent monitor is successful. You is not required to have a 79x1 phone for silent monitor.

Supervisor Silent Monitors Mobile Agent


Supervisor Silent Monitors Agent Whose Phone Has the Built-in-Bridge Disabled


Supervisor Silent Monitors Agent Whose Line Does Not Belong to a Partition Included in the Monitoring Calling Search Space


Supervisor Selects an Agent with No Calls

Because Unified CM does not allow a silent monitor session to start before a call is active on the device, CTI OS will disable the start silent monitor button until the agent has a call. This behavior is different than CTI OS based silent monitor where an agent without a call can be monitored.

Supervisor Selects an Agent with a Call

The start silent monitor button is enabled.

Supervisor Silent Monitors Agent You is silent monitoring an agent. Because Unified CM based silent monitor is implemented via a call, you can hold, retrieve, and release the call. This is different than CTI OS based silent monitor where silent monitor is implemented using a UDP stream between the two monitoring party's desktops.

Supervisor Silent Monitors Agent and Updates Call Data

You is able to update call data for a silent monitor call. However, since the call cannot be transferred or conferenced, and since the agent cannot see the call, this functionality has limited use. This is not possible using CTI OS based silent monitor because no call exists for the silent monitor session.

Supervisor Stops Silent Monitoring The monitoring call is linked to the call being monitored. When either the agent or the customer terminates the monitored call, the monitoring call ends as well.

You can also stop monitoring anytime after it is started by releasing the monitor call either from his desktop or his IP Phone. This is different than CTI OS based silent monitor because no call exists for the silent monitor session.

Supervisor Selects Agent with a Call while Silent Monitoring another Agent

Since supervisors are not allowed to silent monitor two agents at the same time, your start silent monitor button will be disabled.


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Supervisor Silent Monitors Agent, Agent Holds and Resumes Call

In this case, you are silent monitoring an agent while an agent puts the call on hold and then resumes the call. When the call is on hold, your silent monitor call will be put on hold. A MOH server will not be inserted into the silent monitor call so you will hear nothing until the agent resumes the call. The only means you have of knowing that the agent has put the call on hold is the agent's call's appearance on your desktop's Monitored Calls grid.

Supervisor Silent Monitors Agent, Customer/Other Agent Local to Unified CM Holds Call

In this case, you are silent monitoring an agent on a call with another agent or customer; supervisor and agent are on the same Unified CM. When the customer or other agent puts the call on hold, your silent monitor call will be put on hold. A MOH server will be inserted into the silent monitor call so you will hear MOH.

Supervisor Silent Monitors Customer External to Unified CM Holds Call

In this case, you are silent monitoring an agent on a call with a customer using a device not controlled by Unified CM. When the customer puts the call on hold, your silent monitor call will be put on hold. Unified CM may not be aware of the customer putting the call on hold. You will hear whatever the agent hears.

Supervisor Silent Monitors Agent, Supervisor Holds and Retrieves Silent Monitor Call

When you hold a silent monitor call, you will hear nothing when the call is put on hold. A MOH server will not be inserted into the call.

This is not allowed in CTI OS based silent monitor because the CTI OS silent monitor solution is not implemented through a call.

Supervisor Silent Monitors Agent Who Has Put Call on Hold

Unified CM will not allow a supervisor to monitor a call that is on hold. The start silent monitor button will be disabled when you select an agent who is on hold. This is different than CTI OS based silent monitor. Supervisors can initiate silent monitor on held calls using the CTI OS silent monitor solution.

Supervisor Silent Monitors Agent, Agent Hangs Up

Your silent monitor call ends when the agent hangs up the call. Once the silent monitor call ends, the start silent monitor button will enable. If you want to monitor the agent's next call, you will need to start monitoring the agent again when the agent receives a new call.

This is different than CTI OS based silent monitor. CTI OS based silent monitor will continue to monitor the agent until you select the stop silent monitor button or until the agent logs out.

Supervisor Silent Monitors Agent, Caller Hangs Up

Your silent monitor call ends when the caller hangs up the call. This is different than CTI OS based silent monitor. CTI OS based silent monitor will continue to monitor the agent until you select the stop silent monitor button or until the agent logs out.

Supervisor Silent Monitors Agent, Supervisor Configured for Wrap Up

Supervisors will not wrap-up after a silent monitor call ends regardless of their desk settings.



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Supervisor Silent Monitors Agent, Agent Wraps Up

You's silent monitor call will end when the voice portion of the call has terminated. This means that your silent monitor session will end when the agent transitions to the wrap-up state.

This is different than CTI OS based silent monitor. CTI OS based silent monitor will continue to monitor the agent until you select the stop silent monitor button or until the agent logs out.

Agent puts the monitored call on hold and accepts a new call, then supervisor monitors the new call

You will need to stop monitoring the held call. Select the new call to the agent and then start monitoring that call. You can only monitor one call at a time.

This is different than CTI OS based silent monitor. CTI OS based silent monitor will automatically monitor the active call.

The Supervisor Receives a Call While Monitoring an Agent

You is able to accept an incoming call while silently monitoring an agent. The silent monitor call will be put on hold when you answer the new call. You can use the alternate button to cycle between the calls. You can use the reconnect button to release the new call and return to the silent monitor call.

This is different than CTI OS based silent monitor. Because CTI OS based silent monitor sessions are played to your desktop's speaker, there is no silent monitor call to be put on hold. You hears the new call on the phone and the silent monitor session on the speaker.

Supervisor Silent Monitors Agent, Agent Consults

You's silent monitor call will be put on hold, while the agent is talking to the consulted party. If you want to monitor the consult call, you will need to stop monitoring the held call first.


Supervisor Silent Monitors Agent, Agent Consults and Reconnects

You's silent monitor call will be put on hold, while the agent is talking to the consulted party. When the agent reconnects, your silent monitor call will be taken off hold and you will resume hearing the agent's call.


Supervisor Silent Monitoring Agent, Agent Consults, Supervisor Monitors Consult Call

Because a supervisor is only allowed one silent monitor session at a time, you will need to stop silent monitoring the current call and then start silent monitoring the consult call. The silent monitor session will end when you stop silent monitor or when the original agent transfers or conferences the consult call.

This is different than CTI OS based silent monitor. CTI OS based silent monitor will automatically monitor the active call. If the call is transferred or conferenced, you will continue to monitor the agent until the stop silent monitor button is selected or the agent logs out.



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Supervisor Silent Monitors Agent, Agent Consults and Conferences

You's silent monitor call will be put on hold, while the agent is talking to the consulted party. When the agent completes the conference, you will hear all parties on the conference.

This is slightly different than CTI OS based silent monitor. CTI OS based silent monitor will automatically monitor the active call (i.e. the consult call will be monitored until the conference is completed).

Supervisor Silent Monitors Agent Already Monitored by another Supervisor

You's start silent monitor button will be disabled when an agent who currently has a call monitored by another supervisor is selected in the agent grid.

Supervisor Silent Monitors Agent, Barges In, and Intercepts

Currently, a supervisor is not allowed to barge-in on an agent when he or she has an active call with the agent. Since silent monitor is implemented through a special call with the agent, you must stop silent monitoring by using either the release button or stop silent monitor button before barging in.

This is different than CTI OS based silent monitor. You does not need to stop silent monitor session to barge in.

Supervisor Silent Monitors and Consultative Conference

Supervisor Silent Monitors and Consultative Transfer

Supervisor Silent Monitors and Single Step Transfer

Not supported. The transfer and conference buttons are disabled when you is silent monitoring.

Supervisor Silent Monitors in Not Ready State

You is allowed to silent monitor in this state provided you has selected an agent who is in the talking state.

Supervisor Silent Monitors in Ready State

Supervisor Silent Monitors in Talking State

Supervisor Silent Monitors in Wrap up State

You is not allowed to silent monitor in these states. The start silent monitor button will be disabled.

This is different than CTI OS based silent monitor. Because CTI OS based silent monitor is not implemented through a call, you does not have to be not ready.

Supervisor Silent Monitors Outbound Agent

You can monitor an outbound agent the same as any other agent.

Supervisor Silent Monitors Outbound Agent with Reservation Call

When you select an outbound reservation call, the start silent monitor button will be disabled.

This is different than CTI OS based silent monitor. CTI OS based silent monitor does not prevent supervisors from monitoring the reservation call.

Supervisor Silent Monitors another Supervisor

When you monitor another supervisor, the you see the silent monitor call on the desktop. The button enablement for the monitoring supervisor is the same as when an agent is monitored. The monitored supervisor will not see the monitored call on the desktop.



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Silent Monitor With Agent Greeting and Whisper AnnouncementSilent Monitoring (CTI OS and Unified CM-based) is supported with Agent Greeting and Whisper Announcement with this exception: For Unified-CM based Silent Monitoring, you, the supervisor, cannot hear the greetings and announcements themselves.

For Whisper Announcements, the Silent Monitor button on your desktop is disabled while an announcement is playing.

For Agent Greeting the Silent Monitor button is not disabled, but if you click it while a greeting is playing a message displays asking you to try again shortly.

Agent Re-Skilling ToolThe Unified CCE Agent Re-Skilling Tool is a browser-based application that lets you change the skill group designations of agents on your team. It also lets you view skill group members and details on individual agents. Changes you make to an agent's skill group membership take place immediately; the agent does not need to exit and re-enter the system. If an agent is on a call when his skill group is changed, the statistics grid on the Agent Desktop is updated after the call ends.

You must have supervisor privileges to access the Agent Re-skilling Tool. To open it:

Step 1 In your browser's address bar, enter: https://<agent_reskilling_server_ip_or_dns>/reskill. The <agent_reskilling_server_ip_or_dns> you must enter will be provided to you by your administrator.

Step 2 Select Enter. The Login page displays.

Step 3 Enter your supervisor user name and password. Both user name and password are case-sensitive.

For further instructions on using the tool, see the Agent Re-skilling tool help.

Supervisor Barges In on Agent Monitored by another Supervisor

If supervisor A is monitoring Agent A and supervisor B barges in, supervisor A will hear the conference between Agent A, Supervisor B, and the customer.

Supervisor Silent Monitors Agent who's Device has Security Enabled

Unified CM will reject requests to silent monitor agents whose devices have security enabled. ROUTER_CALL_KEY_SEQUENCE_NUM_TAG= 110


C H A P T E R


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3Interpreting Call and Statistical Information

This chapter describes the CTI Toolkit Desktop call information and statistical displays.

• Call Information

• Agent Statistics

• Skill Group Statistics

Call Information is displayed on the CTI Toolkit Desktop window. Agent statistics and skill group statistics are displayed in a separate window when you click the Statistics button on the tool bar.

Figure 3-1 CTI Toolkit Statistics

Call InformationThe Call Information section of the CTI Toolkit Desktop screen displays call related data for each call currently on the softphone.


Column Definition

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





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Chapter 3 Interpreting Call and Statistical InformationAgent Statistics

Agent StatisticsThe Agent Statistics display provides statistical information about the agent currently at the teleset device. This information is updated periodically, as well as after a call.

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




UserToUserInfo The ISDN user-to-user information element.

WrapUp Call related wrapup data.

Var1 through Var10 Call related variable data.

Table 3-1 Call Information Values (continued)

Table 3-2 Agent Statistics Values

Statistic Definition

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

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

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

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

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

AgentOutCallsSession Total number of completed outbound ACD calls made by agent.

AgentOutCallsTalkTimeSession 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.

AgentOutCallsTimeSession 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.

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

AgentOutCallsHeldTimeSession Total number of seconds outbound ACD calls were placed on hold.


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HandledCallsSession The number of inbound ACD calls handled by the agent.

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

HandledCalls AfterCallTimeSession

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

HandledCallsTimeSession 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.

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

IncomingCallsHeldTimeSession 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.

InternalCalls RcvdSession Number of internal calls received by the agent.

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

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

InternalCallsHeldTimeSession Total number of seconds completed internal calls were placed on hold.

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

AutoOutCallsTalkTimeSession 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.

AutoOutCallsTimeSession 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.

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

AutoOutCallsHeldTimeSession Total number of seconds AutoOut (predictive) calls were placed on hold.

PreviewCallsSession Total number of outbound Preview calls completed by the agent.

PreviewCallsTalkTimeSession 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.

Table 3-2 Agent Statistics Values (continued)



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PreviewCallsTimeSession 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.

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

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

ReservationCallsSession Total number of agent reservation calls completed by the agent.

ReservationCallsTalkTimeSession 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.

ReservationCallsTimeSession 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.

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

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

BargeInCallsSession Total number of supervisor call barge-ins completed.

InterceptCallsSession Total number of supervisor call intercepts completed.

MonitorCallsSession Total number of supervisor call monitors completed.

WhisperCallsSession 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.

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

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

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

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

AgentOutCallsToday Total number of completed outbound ACD calls made by agent.




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AgentOutCallsTalkTimeToday 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.

AgentOutCallsTimeToday 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.

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

AgentOutCallsHeldTimeToday Total number of seconds outbound ACD calls were placed on hold.

HandledCallsToday The number of inbound ACD calls handled by the agent.

Note If the agent transfers the call, HandledCallsToday (in the AgentStatistics) is not updated immediately, it is updated as part of next call end. If the next call is also a transferred call, the count is incremented by 1 (the count is missed for the second transferred call). If the next call is a call handled by that agent, then the count is incremented by 2 (which adjusts the count correctly).

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

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

HandledCallsTimeToday 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.

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

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

InternalCallsToday Number of internal calls initiated by the agent.

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

InternalCalls RcvdToday Number of internal calls received by the agent.

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

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




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InternalCallsHeldTimeToday Total number of seconds completed internal calls were placed on hold.

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

AutoOutCallsTalkTimeToday 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.

AutoOutCallsTimeToday 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.

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

AutoOutCallsHeldTimeToday Total number of seconds AutoOut (predictive) calls were placed on hold.

PreviewCallsToday Total number of outbound Preview calls completed by the agent.

PreviewCallsTalkTimeToday 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.

PreviewCallsTimeToday 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.

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

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

ReservationCallsToday Total number of agent reservation calls 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.

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 after call work time for the call. The time includes hold time associated with the call.




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Chapter 3 Interpreting Call and Statistical InformationSkill Group Statistics

Skill Group StatisticsThe Skill Group Statistics display provides a feed of skill group statistics and queue-level statistics. Table 3-3 lists all the skill group statistics that appear in the Skill Group Statistics display.

Skill group statistics behave differently if you are a supervisor. For supervisors, the skill group statistics window displays a row corresponding to each skill group to which you belong, as well as a row corresponding to each skill group to which your team members belong.

For example, if you belong to skill 1 and 2 and your team members belong to skills 2 and 3, then the skill group statistics window will display three rows corresponding to skill groups 1, 2, and 3.

If you are not a supervisor, the skill group statistics window only displays statistics for the skill groups to which you belong.

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 CCE creates a default skill group. This default skill group is numbered and named by Unified CCE with what looks like a random string of digits, so as not to conflict with skill groups that users might create. there is no mechanism for renumbering/renaming it.

Note In skill group statistic names: To5 refers to the current five-minute interval. ToHalf refers to the current half-hour interval. Today is defined as the time since midnight. Session is defined as the time since the agent logged in.

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

ReservationCallsHeldTimeToday

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

BargeInCallsToday Total number of supervisor call barge-ins completed.

InterceptCallsToday Total number of supervisor call intercepts completed.

MonitorCallsToday Total number of supervisor call monitors completed.

WhisperCallsToday Total number of supervisor whisper calls completed.

EmergencyCallsToday Total number of emergency calls.



Table 3-3 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.


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AgentsReady Number of agents that are in work state (TALKING, HELD, WORK_READY, AVAILABLE, or RESERVED). This statistic is used by the router to determine the number of working agents in the skill group when estimating the expected delay. It is the difference between AgentsLoggedOn and AgentsNotReady. Reference AgentsAvail to get the number of agents that are available to take calls right now.

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 ICM Available 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.

AgentsTalking Reservation Number of calls to the skill group currently talking on agent reservation calls.

RouterCallsQNow** The number of calls currently queued by the CallRouter for this skill group. This field is set to -1 when this value is unknown or unavailable.

LongestRouterCallQNow** The queue time, in seconds, of the currently CallRouter queued call that has been queued to the skill group the longest. This field is set to -1 when this value is unknown or unavailable.

CallsQNow* The number of calls currently queued to the skill group. This field is set to -1 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 -1 when this value is unknown or unavailable.

Table 3-3 Skill Group Statistics Values (continued)



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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 -1 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.

AgentOutCallsTalkTimeTo5 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.

HandledCallsTalkTimeTo5 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.

HandledCallsTimeTo5 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.




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InternalCallsRcvdTimeTo5 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.

InternalCallsHeldTimeTo5 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.

AutoOutCallsTalkTimeTo5 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.

AutoOutCallsTimeTo5 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.

AutoOutCallsHeldTo5 The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once.

AutoOutCallsHeldTimeTo5 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.

PreviewCallsTalkTimeTo5 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.

PreviewCallsTimeTo5 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.

PreviewCallsHeldTo5 The total number of completed outbound Preview calls that agents in the skill group have placed on hold at least once.

PreviewCallsHeldTimeTo5 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.




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ReservationCallsTalkTimeTo5 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.

ReservationCallsTimeTo5 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.

ReservationCallsHeldTo5 The total number of agent reservation calls that agents in the skill group have placed on hold at least once.

ReservationCallsHeldTimeTo5 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 -1 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 -1 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 -1 when this value is unknown or unavailable.

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

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

NotReadyTimeToHalf 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.




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AgentOutCallsTalkTimeToHalf 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.

HandledCallsTalkTimeToHalf 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.

HandledCallsTimeToHalf 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.

InternalCallsRcvdTimeToHalf 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.

InternalCallsHeldTimeToHalf 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.

AutoOutCallsTalkTimeToHalf 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.




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AutoOutCallsTimeToHalf 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.

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

AutoOutCallsHeldTimeToHalf 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.

PreviewCallsTalkTimeToHalf 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.

PreviewCallsTimeToHalf 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.

PreviewCallsHeldTimeToHalf 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.

ReservationCallsTalkTimeToHalf 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.

ReservationCallsTimeToHalf 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.

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

ReservationCallsHeldTimeToHalf 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.




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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.

EmergencyCallsToHalf 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 -1 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 -1 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 -1 when this value is unknown or unavailable.

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

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

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

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

AgentOutCallsTalkTimeToday 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.




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HandledCallsTalkTimeToday 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.

HandledCallsTimeToday 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.

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

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

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

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

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

AutoOutCallsTalkTimeToday 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.

AutoOutCallsTimeToday 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.

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

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

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




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PreviewCallsTalkTimeToday 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.

PreviewCallsTimeToday 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.

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

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

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

ReservationCallsTalkTimeToday 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.

ReservationCallsTimeToday 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.

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

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

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

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

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

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

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

CallsQToday* The number of calls queued to the skill. This field is set to -1 when this value is unknown or unavailable.




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Chapter 3 Interpreting Call and Statistical InformationStatistics Window Navigation

* This statistic is available for TDM switches only. It is not valid for Unified CCE.** This statistic is available for Unified CCE only or for Network Queuing.

Note The statistics that are displayed on the skill group statistics window are the summary statistics for all the sub-skills within the skill group. This may lead to some confusing situations.

For example: An agent in skill group 1, sub-skill A may see in his Statistics window that skill group 1 has calls in queue even though he is available and not receiving any calls, because the calls are queued to skill group 1, sub-skill B.

Statistics Window Navigation Use the following keys to navigate the statistics window:

CallsQTimeToday* The total queue time, in seconds, of calls queued to the skill group. This field is set to -1 when this value is unknown or unavailable.

LongestCallQToday* The longest queue time, in seconds, of all calls queued to the skill group. This field is set to -1 when this value is unknown or unavailable.



Key Action

Tab Move to the element that follows the grid in the tab order.

Shift-tab Move to the element that precedes the grid in the tab order.

Right arrow Move to the cell to the right of the current cell.

Left arrow Move to the cell to the left of the current cell.

Up arrow Move to the cell above the current cell.

Down arrow Move to the cell below the current cell.


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Chapter 3 Interpreting Call and Statistical InformationStatistics Window Navigation

IN-1CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise

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I N D E X

A

agent greeting 1-3

Agent states

NotReady 1-5

Ready 1-5

Wrapup 1-6, 1-14

Agent Statistics dialog box 3-34

Answering a call 1-8

C

Call information 3-33

Chat 1-14

Conferencing a call 1-12

CTI OS Chat 1-15

CTI Statistics 2-23

CTI Statistics Overview 2-23

CTI Toolkit Supervisor Softphone Overview 2-23

D

DTMF tones 1-13

H

Hanging up a call 1-10

K

keyboard equivalents 1-18

L

Logging in 1-1, 2-23

Logging out 1-17

M

Making a call 1-7

Monitoring calls 2-25

N

NotReady state 1-5

R

Ready state 1-5

Recording calls 1-14

S

Silent Monitor 2-26

Silent Monitoring 2-26

Skill Group statistics 3-39

Softphone User Interface 2-23

Supervisor Assist buttons 1-17

Supervisor Softphone 2-23

Supervisor State Control 2-23

T

Team Real-Time Status 2-23

Team Real-Time Status Overview 2-23

Index

IN-2CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise

Release 8.5(1)

Team State Information 2-24

Transferring a call 1-10, 1-11

W

Wrapup state 1-6, 1-14

Documents

CTI OS Agent Desktop and Supervisor User Guide for Cisco ... · v CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise Release 8.5(1) About This Guide