Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
6-6
Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
AutoOutCalls Time Session
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.
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.
AutoOutCalls Held Session
The total number of completed AutoOut
(predictive) calls the agent has placed on
hold at least once.
(predictive) calls the agent has placed on
hold at least once.
AutoOutCalls HeldTime Session
Total number of seconds AutoOut
(predictive) calls were placed on hold.
(predictive) calls were placed on hold.
PreviewCalls Session
Total number of outbound Preview calls
completed by the agent.
completed by the agent.
PreviewCalls TalkTime Session
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.
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.
PreviewCalls TimeSession
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.
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.
PreviewCalls HeldSession
The total number of completed outbound
Preview calls the agent has placed on hold
at least once.
Preview calls the agent has placed on hold
at least once.
PreviewCalls HeldTime Session
Total number of seconds outbound
Preview calls were placed on hold.
Preview calls were placed on hold.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition