Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted Release 7.1(1)
Chapter 5 Statistical Information
Skill Group Statistics
PreviewCallsTimeToday
Total handle time, in seconds, for
completed outbound Preview 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.
completed outbound Preview 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.
PreviewCallsHeldToday
The total number of completed
outbound Preview calls that agents in
the skill group have placed on hold at
least once.
outbound Preview calls that agents in
the skill group have placed on hold at
least once.
PreviewCallsHeldTimeToday
Total number of seconds outbound
Preview calls were placed on hold by
agents in the skill group.
Preview calls were placed on hold by
agents in the skill group.
ReservationCallsToday
Total number of agent reservation calls
completed by agents in the skill group.
completed by agents in the skill group.
ReservationCallsTalkTimeToday
Total talk time, in seconds, for
completed agent reservation 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.
completed agent reservation 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.
ReservationCallsTimeToday
Total handle time, in seconds, for
completed agent reservation 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.
completed agent reservation 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.
Table 5-2
Skill Group Statistics Values (continued)
Statistic
Definition