Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

AgentOutCalls Held Session

The total number of completed outbound 
ACD calls the agent has placed on hold at 
least once.

AgentOutCalls HeldTime Session

Total number of seconds outbound ACD 
calls were placed on hold.

HandledCalls Session

The number of inbound ACD calls 
handled by the agent.

HandledCalls TalkTime Session

Total talk time in seconds for Inbound 
ACD calls counted as handled by the 
agent. Includes hold time associated with 
the call.

HandledCalls AfterCall 
TimeSession

Total after call work time in seconds for 
Inbound ACD calls counted as handled by 
the agent.

HandledCalls Time Session

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.

IncomingCalls Held Session

The total number of completed inbound 
ACD calls the agent placed on hold at least 
once.

IncomingCalls HeldTime Session

Total number of seconds completed 
inbound ACD calls were placed on hold.

InternalCallsSession

Number of internal calls initiated by the 
agent.

InternalCalls TimeSession

Number of seconds spent on internal calls 
initiated by the agent.

InternalCalls RcvdSession

Number of internal calls received by the 
agent.