Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
6-5
Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
InternalCalls RcvdTime Session
Number of seconds spent on internal calls
received by the agent.
received by the agent.
InternalCalls HeldSession
The total number of internal calls the
agent placed on hold at least once.
agent placed on hold at least once.
InternalCalls HeldTime Session
Total number of seconds completed
internal calls were placed on hold.
internal calls were placed on hold.
AutoOutCalls Session
Total number of AutoOut (predictive)
calls completed by the agent.
calls completed by the agent.
AutoOutCalls TalkTime Session
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.
AutoOutCalls Time Session
Total handle time, in seconds, for 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 completes after call work time
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 completes after call work time
for the call. The time includes hold time
associated with the call.
AutoOutCalls Held Session
The total number of completed AutoOut
(predictive) calls the agent has placed on
hold at least once.
(predictive) calls the agent has placed on
hold at least once.
AutoOutCalls HeldTime Session
Total number of seconds AutoOut
(predictive) calls were placed on hold.
(predictive) calls were placed on hold.
PreviewCalls Session
Total number of outbound Preview calls
completed by the agent.
completed by the agent.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition