Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
6-5
Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
HandledCalls Time Session
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.
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.
IncomingCalls Held Session
The total number of completed inbound
ACD calls the agent placed on hold at least
once.
ACD calls the agent placed on hold at least
once.
IncomingCalls HeldTime Session
Total number of seconds completed
inbound ACD calls were placed on hold.
inbound ACD calls were placed on hold.
InternalCallsSession
Number of internal calls initiated by the
agent.
agent.
InternalCalls TimeSession
Number of seconds spent on internal calls
initiated by the agent.
initiated by the agent.
InternalCalls RcvdSession
Number of internal calls received by the
agent.
agent.
InternalCalls RcvdTime Session
Number of seconds spent on internal calls
received by the agent.
received by the agent.
InternalCalls HeldSession
The total number of internal calls the
agent placed on hold at least once.
agent placed on hold at least once.
InternalCalls HeldTime Session
Total number of seconds completed
internal calls were placed on hold.
internal calls were placed on hold.
AutoOutCalls Session
Total number of AutoOut (predictive)
calls completed by the agent.
calls completed by the agent.
AutoOutCalls TalkTime Session
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.
(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.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition