Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 3 Interpreting Call and Statistical Information
Skill Group Statistics
HandledCallsTalkTimeToday
Total talk time in seconds for Inbound ACD calls counted as
handled by agents in the skill group. Includes hold time
associated with the call.
handled by agents in the skill group. Includes hold time
associated with the call.
HandledCallsAfter CallTimeToday
Total after call work time in seconds for Inbound ACD calls
counted as handled by agents in the skill group.
counted as handled by agents in the skill group.
HandledCallsTimeToday
Total handle time, in seconds, for inbound ACD calls counted
as handled by agents in the skill group. 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.
as handled by agents in the skill group. 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 agents in
the skill group placed on hold at least once.
the skill group placed on hold at least once.
IncomingCallsHeldTimeToday
Total number of seconds completed inbound ACD calls were
placed on hold by agents in the skill group.
placed on hold by agents in the skill group.
InternalCallsRcvdToday
Number of internal calls received by agents in the skill group.
InternalCallsRcvdTimeToday
Number of seconds spent on internal calls received by agents
in the skill group.
in the skill group.
InternalCallsHeldToday
The total number of internal calls agents in the skill group
placed on hold at least once.
placed on hold at least once.
InternalCallsHeldTimeToday
Total number of seconds completed internal calls were placed
on hold by agents in the skill group.
on hold by agents in the skill group.
AutoOutCallsToday
Total number of AutoOut (predictive) calls completed by
agents in the skill group.
agents in the skill group.
AutoOutCallsTalkTimeToday
Total talk time, in seconds, for completed AutoOut
(predictive) calls handled by agents in the skill group. The
value includes the time spent from the call being initiated to
the time the agent begins after call work for the call. The time
includes hold time associated with the call.
(predictive) calls handled by agents in the skill group. The
value includes the time spent from the call being initiated to
the time the agent begins after call work for the call. The time
includes hold time associated with the call.
AutoOutCallsTimeToday
Total handle time, in seconds, for completed AutoOut
(predictive) calls handled by agents in the skill group. The
value includes the time spent from the call being initiated to
the time the agent completes after call work time for the call.
The time includes hold time associated with the call.
(predictive) calls handled by agents in the skill group. The
value includes the time spent from the call being initiated to
the time the agent completes after call work time for the call.
The time includes hold time associated with the call.
AutoOutCallsHeldToday
The total number of completed AutoOut (predictive) calls
that agents in the skill group have placed on hold at least
once.
that agents in the skill group have placed on hold at least
once.
AutoOutCallsHeldTimeToday
Total number of seconds AutoOut (predictive) calls were
placed on hold by agents in the skill group.
placed on hold by agents in the skill group.
PreviewCallsToday
Total number of outbound Preview calls completed by agents
in the skill group.
in the skill group.
Table 3-3
Skill Group Statistics Values (continued)
Statistic
Definition