Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
6-4
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
InternalCalls RcvdSession
Number of internal calls received by the
agent.
agent.
InternalCalls RcvdTimeSession
Number of seconds spent on internal calls
received by the agent.
received by the agent.
InternalCallsHeldSession
The total number of internal calls the
agent placed on hold at least once.
agent placed on hold at least once.
InternalCallsHeldTimeSession
Total number of seconds completed
internal calls were placed on hold.
internal calls were placed on hold.
AutoOutCallsSession
Total number of AutoOut (predictive)
calls completed by the agent.
calls completed by the agent.
AutoOutCallsTalkTimeSession
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.
AutoOutCallsTimeSession
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.
(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.
AutoOutCallsHeldSession
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.
AutoOutCallsHeldTimeSession
Total number of seconds AutoOut
(predictive) calls were placed on hold.
(predictive) calls were placed on hold.
PreviewCallsSession
Total number of outbound Preview calls
completed by the agent.
completed by the agent.
PreviewCallsTalkTimeSession
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.
PreviewCallsTimeSession
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.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition