Cisco Cisco Administrative Workstation Technische Referenzen

AvailTimeToHalf

The total time, in seconds, that agents were in the 
Available state for any skill group during the 
half-hour interval. AvailTime is included in the 
calculation of LoggedOnTime.

int

NULL

BusyOtherTimeToHalf

The number of seconds that agents in the skill group 
spent in the BusyOther state. BusyOtherTime is 
included in the calculation of LoggedOnTime.

int

NULL

CallbackMessagesTimeToHalf

Number of seconds the agent spent processing 
callback messages during the half-hour interval.

int

NULL

CallbackMessagesToHalf

Number of callback messages processed by the 
agent during the half-hour interval.

int

NULL

CallsAnsweredToHalf

Number of calls answered during the half-hour 
interval. The number of calls answered includes 
only handled calls and internal calls received, which 
are tracked in the CallsHandledToHalf and 
InternalCallsReceivedToHalf fields, respectively. 
The count for CallsAnswered is updated in the 
database at the time the call is answered.

int

NULL

CallsHandledToHalf

The number of inbound ACD calls that have been 
answered and have completed wrap-up by agents in 
the skill group during the half-hour interval. 

int

NULL

ConsultativeCallsToHalf

The number of consultative calls completed by 
agents with at least one ACD call on hold. The count 
is updated in the database when the after-call work 
time associated with the consultative call (if any) 
has completed.

int

NULL

ConsultativeCallsTimeToHalf

The number of seconds agents spent handling 
consultative calls with at least on ACD call on hold. 
The value is updated in the database when the 
after-call work time associated with the consultative 
call (if any) has completed.

int

NULL

ConferencedInCallsToHalf

The number of incoming calls the agent was 
conferenced into. Incoming calls include ACD and 
non-ACD calls. The value is updated in the database 
when the agent drops off the call or the call becomes 
a simple two-party call.

int

NULL

ConferencedInCallsTimeToHalf

The number of seconds the agent was involved in an 
incoming conference calls. This value includes time 
spent on both ACD and non-ACD conference calls 
initiated by the agent. This database element uses 
ConferenceTime from the Termination_Call_Detail 
table. The value is updated in the database when the 
agent drops off the call or the call becomes a simple 
two-party call.

int

NULL