Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
6-8
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
PreviewCallsTimeToday
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.
PreviewCallsHeldToday
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.
PreviewCallsHeldTimeToday
Total number of seconds outbound
Preview calls were placed on hold.
Preview calls were placed on hold.
ReservationCallsToday
Total number of agent reservation calls
completed by the agent.
completed by the agent.
ReservationCallsTalkTimeToday
Total talk time, in seconds, of agent
reservation 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.
reservation 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.
ReservationCallsTimeToday
Total handle time, in seconds, agent
reservation 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.
reservation 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.
ReservationCallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
ReservationCallsHeld
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
BargeInCallsToday
Total number of supervisor call barge-ins
completed.
completed.
InterceptCallsToday
Total number of supervisor call intercepts
completed.
completed.
MonitorCallsToday
Total number of supervisor call monitors
completed.
completed.
WhisperCallsToday
Total number of supervisor whisper calls
completed.
completed.
EmergencyCallsToday
Total number of emergency calls .
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition