Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
Chapter 9 Agent Object
Agent Statistics
9-12
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Reservation CallsTimeToday
Total handle time, in seconds, 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 completes after call work time
for the call. The time includes hold time
associated with the call.
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 completes after call work time
for the call. The time includes hold time
associated with the call.
Reservation CallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
Reservation CallsHeld
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
BargeInCalls Today
Total number of supervisor call barge-ins
completed.
completed.
InterceptCalls Today
Total number of supervisor call intercepts
completed.
completed.
MonitorCalls Today
Total number of supervisor call monitors
completed.
completed.
WhisperCalls Today
Total number of supervisor whisper calls
completed.
completed.
EmergencyCalls Today
Total number of emergency calls .
AvailTime Session
Total time, in seconds, the agent was in
the Available state for any skill group.
the Available state for any skill group.
LoggedOnTime Session
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTime Session
Total time, in seconds, the agent was in
the Not Ready state for all skill groups.
the Not Ready state for all skill groups.
ICMAvailable TimeSession
Total time, in seconds, the agent was in
the ICM Available state.
the ICM Available state.
Table 9-2
Agent Statistics (continued)
Statistic
Definition