Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
3-34
CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 3 Interpreting Call and Statistical Information
Agent Statistics
Agent Statistics
The Agent Statistics display provides statistical information about the agent currently at the teleset
device. This information is updated periodically, as well as after a call.
device. This information is updated periodically, as well as after a call.
Note
In agent statistic names, Today is defined as the time since midnight.Session is defined as
the time since the agent logged in.
the time since the agent logged in.
CED
The digits entered by the caller in response to IVR
prompting.
prompting.
DialedNumber
The number that the caller dialed.
CallType
The general classification of the call type.
UserToUserInfo
The ISDN user-to-user information element.
WrapUp
Call related wrapup data.
Var1 through Var10
Call related variable data.
Table 3-1
Call Information Values (continued)
Table 3-2
Agent Statistics Values
Statistic
Definition
AvailTimeSession
Total time, in seconds, the agent was in the Available state for any
skill group.
skill group.
LoggedOnTimeSession
Total time, in seconds, the agent has been logged on.
NotReadyTimeSession
Total time, in seconds, the agent was in the Not Ready state for
all skill groups.
all skill groups.
ICMAvailableTimeSession
Total time, in seconds, the agent was in the ICM Available state.
RoutableTimeSession
Total time, in seconds, the agent was in the Routable state for all
skill groups.
skill groups.
AgentOutCallsSession
Total number of completed outbound ACD calls made by agent.
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.
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.
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.
placed on hold at least once.
AgentOutCallsHeldTimeSession
Total number of seconds outbound ACD calls were placed on
hold.
hold.