Cisco Cisco IP Contact Center Release 4.6.1 Technische Referenzen

SupervAssistCallsTimeToHalf

Number of seconds spent on 
supervisor-assisted calls during the 
half-hour interval. The value is updated in 
the database when the supervisor-assisted 
call completes.

int

NULL

HandledCallsTimeToHalf

The total handle time, in seconds, for 
inbound ACD calls counted as handled by 
the skill group during the half-hour interval. 
HandledCallsTime is the time spent from 
the call being answered by the agent to the 
time the agent completed after-call work 
associated with the call. HandledCallsTime 
is based on HoldTime, WorkTime, and 
TalkTime from the 
Termination_Call_Detail records. The 
value for HandledCallsTime is updated in 
the database when the after-call work time 
associated with the call (if any) is 
completed.

int

NULL

PercentUtilizationToHalf

Percentage of Ready time that agents in the 
skill group spent talking or doing call work 
during the half-hour interval. This is the 
percentage of time agents spend working on 
calls versus the time agents were ready.

real

NULL

AgentOutCallsTimeToHalf

The total handle time, in seconds, for 
completed outbound ACD calls handled by 
the skill group during the half-hour interval. 
Handle time includes WorkTime, TalkTime, 
and HoldTime, all of which are taken from 
the Termination_Call_Detail records. The 
AgentOutCallsTime 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 value 
is updated in the database when the 
after-call work time associated with the call 
(if any) is completed.

int

NULL

TalkInTimeToHalf

Number of seconds agents in the skill group 
spent talking on inbound ACD calls (neither 
inbound nor outbound) during the half-hour 
interval. TalkInTime is included in the 
calculation of TalkTime and 
LoggedOnTime.

int

NULL