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Cisco Cisco Computer Telephony Integration Option 9.0 Verweisanleitung

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CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 5      Application Level Interfaces
Miscellaneous Service
AgentOutCallsTime
Today
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.
UINT
4
AgentOutCallsHeld
Today
The total number of completed outbound ACD calls agents 
in the skill group have placed on hold at least once.
UINT
4
AgentOutCallsHeld
TimeToday
Total number of seconds outbound ACD calls were placed 
on hold by agents in the skill group.
UINT
4
HandledCallsToday
The number of inbound ACD calls handled by agents in the 
skill group.
UINT
4
HandledCallsTalk 
TimeToday
Total talk time in seconds for Inbound ACD calls counted 
as handled by agents in the skill group. Includes hold time 
associated with the call.
UINT
4
HandledCallsAfter 
CallTimeToday
Total after call work time in seconds for Inbound ACD 
calls counted as handled by agents in the skill group.
UINT
4
HandledCallsTime 
Today
Total handle time, in seconds, for inbound ACD calls 
counted as handled by agents in the skill group. The time 
spent from the call being answered by the agent to the time 
the agent completed after call work time for the call. 
Includes hold time associated with the call.
UINT
4
IncomingCallsHeld
Today
The total number of completed inbound ACD calls agents 
in the skill group placed on hold at least once.
UINT
4
IncomingCallsHeld
TimeToday
Total number of seconds completed inbound ACD calls 
were placed on hold by agents in the skill group.
UINT
4
InternalCallsRcvd 
Today
Number of internal calls received by agents in the skill 
group.
UINT
4
InternalCallsRcvd 
TimeToday
Number of seconds spent on internal calls received by 
agents in the skill group.
UINT
4
InternalCallsHeld 
Today
The total number of internal calls agents in the skill group 
placed on hold at least once.
UINT
4
InternalCallsHeld 
TimeToday
Total number of seconds completed internal calls were 
placed on hold by agents in the skill group.
UINT
4
AutoOutCallsToday
Total number of AutoOut (predictive) calls completed by 
agents in the skill group.
UINT
4
AutoOutCallsTalk 
TimeToday
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.
UINT
4
Table 5-74
QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)