Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
6-6
CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted
Cisco CTI OS Release 7.2(1)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
RoutableTimeToday
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.
AgentOutCallsToday
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.
AgentOutCallsTalkTimeToday
Total talk time, in seconds, for completed
outbound ACD calls handled 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.
outbound ACD calls handled 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.
AgentOutCallsTimeToday
Total handle time, in seconds, for
completed outbound ACD calls handled
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.
completed outbound ACD calls handled
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.
AgentOutCallsHeldToday
The total number of completed outbound
ACD calls the agent has placed on hold at
least once.
ACD calls the agent has placed on hold at
least once.
AgentOutCallsHeldTimeToday
Total number of seconds outbound ACD
calls were placed on hold.
calls were placed on hold.
HandledCallsToday
The number of inbound ACD calls
handled by the agent.
handled by the agent.
HandledCallsTalkTimeToday
Total talk time in seconds for Inbound
ACD calls counted as handled by the
agent. Includes hold time associated with
the call.
ACD calls counted as handled by the
agent. Includes hold time associated with
the call.
HandledCalls AfterCallTimeToday
Total after call work time in seconds for
Inbound ACD calls counted as handled by
the agent.
Inbound ACD calls counted as handled by
the agent.
HandledCallsTimeToday
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.
IncomingCallsHeldToday
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.
IncomingCallsHeldTimeToday
Total number of seconds completed
inbound ACD calls were placed on hold.
inbound ACD calls were placed on hold.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition