Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
6-6
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
Chapter 6 Statistical Information
Agent Statistics
HandledCalls TalkTimeToday
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.
HandledCallsAfterCall TimeToday
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.
HandledCallsTimeToday
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.
IncomingCallsHeldToday
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.
IncomingCallsHeldTimeToday
Total number of seconds completed
inbound ACD calls were placed on hold.
inbound ACD calls were placed on hold.
InternalCallsToday
Number of internal calls initiated by the
agent.
agent.
InternalCallsTimeToday
Number of seconds spent on internal calls
initiated by the agent.
initiated by the agent.
InternalCallsRcvdToday
Number of internal calls received by the
agent.
agent.
InternalCallsRcvdTimeToday
Number of seconds spent on internal calls
received by the agent.
received by the agent.
InternalCallsHeldToday
The total number of internal calls the
agent placed on hold at least once.
agent placed on hold at least once.
InternalCallsHeldTimeToday
Total number of seconds completed
internal calls were placed on hold.
internal calls were placed on hold.
AutoOutCalls Today
Total number of AutoOut (predictive)
calls completed by the agent.
calls completed by the agent.
AutoOutCallsTalkTimeToday
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.
Table 6-1
Agent Statistics Values (continued)
Statistic
Definition