Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
6-6
Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
PreviewCalls TalkTime Session
Total talk time, in seconds, of outbound
Preview 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.
Preview 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.
PreviewCalls TimeSession
Total handle time, in seconds, outbound
Preview 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.
Preview 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.
PreviewCalls HeldSession
The total number of completed outbound
Preview calls the agent has placed on hold
at least once.
Preview calls the agent has placed on hold
at least once.
PreviewCalls HeldTime Session
Total number of seconds outbound
Preview calls were placed on hold.
Preview calls were placed on hold.
Reservation CallsSession
Total number of agent reservation calls
completed by the agent.
completed by the agent.
Reservation CallsTalk TimeSession Total talk time, in seconds, of agent
reservation 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.
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 6-2
Agent Statistics Values (continued)
Statistic
Definition