Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
6-10
Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
AutoOutCalls TalkTime Today
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.
AutoOutCalls TimeToday
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 HeldToday
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 Today
Total number of seconds AutoOut
(predictive) calls were placed on hold.
(predictive) calls were placed on hold.
PreviewCalls Today
Total number of outbound Preview calls
completed by the agent.
completed by the agent.
PreviewCalls TalkTimeToday
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.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition