Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
6-3
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
AgentOutCallsTalkTimeSession
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.
AgentOutCallsTimeSession
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.
AgentOutCallsHeldSession
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.
AgentOutCallsHeldTimeSession
Total number of seconds outbound ACD
calls were placed on hold.
calls were placed on hold.
HandledCallsSession
The number of inbound ACD calls
handled by the agent.
handled by the agent.
HandledCallsTalkTimeSession
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
AfterCallTimeSession
AfterCallTimeSession
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.
HandledCallsTimeSession
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.
IncomingCallsHeldSession
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.
IncomingCallsHeldTimeSession
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.
InternalCallsTimeSession
Number of seconds spent on internal calls
initiated by the agent.
initiated by the agent.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition