Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

HandledCallsAfter CallTimeToday

Total after call work time in seconds 
for Inbound ACD calls counted as 
handled by agents in the skill group.

HandledCallsTime Today

Total handle time, in seconds, for 
inbound ACD calls counted as handled 
by agents in the skill group. The time 
spent from the call being answered by 
the agent to the time the agent 
completed after call work time for the 
call. Includes hold time associated 
with the call.

IncomingCallsHeldToday

The total number of completed 
inbound ACD calls agents in the skill 
group placed on hold at least once.

IncomingCallsHeldTimeToday

Total number of seconds completed 
inbound ACD calls were placed on 
hold by agents in the skill group.

InternalCallsRcvd Today

Number of internal calls received by 
agents in the skill group.

InternalCallsRcvd TimeToday

Number of seconds spent on internal 
calls received by agents in the skill 
group.

InternalCallsHeld Today

The total number of internal calls 
agents in the skill group placed on hold 
at least once.

InternalCallsHeld TimeToday

Total number of seconds completed 
internal calls were placed on hold by 
agents in the skill group.

AutoOutCallsToday

Total number of AutoOut (predictive) 
calls completed by agents in the skill 
group.

AutoOutCallsTalk TimeToday

Total talk time, in seconds, for 
completed AutoOut (predictive) calls 
handled by agents in the skill group. 
The value includes the time spent from 
the call being initiated to the time the 
agent begins after call work for the 
call. The time includes hold time 
associated with the call.