Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 4 Building Your Application
Working with Agent Statistics
Agent Statistics Computed by the Sample CTI OS Desktop
The sample CTI OS Desktop are computes many agent statistics from data
received from CTI Server. You may choose to develop applications that compute
these same statistics. Therefore, these computed statistics (in italics) and the data
and formulas used to derive them are listed below:
received from CTI Server. You may choose to develop applications that compute
these same statistics. Therefore, these computed statistics (in italics) and the data
and formulas used to derive them are listed below:
•
AvgTalkTimeToday = (AgentOutCallsTalkTimeToday +
HandledCallsTalkTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
HandledCallsTalkTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
•
CallsHandledToday = AgentOutCallsToday + HandledCallsToday
•
TimeLoggedInToday = LoggedOnTimeToday
•
TimeTalkingToday = AgentOutCallsTalkTimeToday +
HandledCallsTalkTimeToday
HandledCallsTalkTimeToday
•
TimeHoldingToday = AgentOutCallsHeldTimeToday +
IncomingCallsHeldTimeToday
IncomingCallsHeldTimeToday
•
TimeReadyToday = AvailTimeToday
•
TimeNotReadyToday = NotReadyTimeToday
•
AvgHoldTimeToday = (AgentOutCallsHeldTimeToday +
IncomingCallsHeldTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
IncomingCallsHeldTimeToday) / (AgentOutCallsToday +
HandledCallsToday)
•
AvgHandleTimeToday = (AgentOutCallsTimeToday +
HandledCallsTimeToday) / (AgentOutCallsToday + HandledCallsToday)
HandledCallsTimeToday) / (AgentOutCallsToday + HandledCallsToday)
•
AvgIdleTimeToday = NotReadyTimeToday / (AagentOutCallsToday +
HandledCallsToday)
HandledCallsToday)
•
PercentUtilitizationToday = (AgentOutCallsTimeToday +
HandledCallsTimeToday) / (LoggedOnTimeToday + NotReadyTimeToday)
HandledCallsTimeToday) / (LoggedOnTimeToday + NotReadyTimeToday)