Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
Chapter 9 Agent Object
Agent Statistics
9-10
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
InternalCalls Today
Number of internal calls initiated by the
agent.
agent.
InternalCalls TimeToday
Number of seconds spent on internal calls
initiated by the agent.
initiated by the agent.
InternalCalls RcvdToday
Number of internal calls received by the
agent.
agent.
InternalCalls RcvdTime Today
Number of seconds spent on internal calls
received by the agent.
received by the agent.
InternalCalls HeldToday
The total number of internal calls the
agent placed on hold at least once.
agent placed on hold at least once.
InternalCalls HeldTime Today
Total number of seconds completed
internal calls were placed on hold.
internal calls were placed on hold.
AutoOutCalls Today
Total number of AutoOut (predictive)
calls completed by the agent.
calls completed by the agent.
AutoOutCalls TalkTime Today
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 TimeToday
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.
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.
AutoOutCalls HeldToday
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.
Table 9-2
Agent Statistics (continued)
Statistic
Definition