Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

ReservationCalls TalkTimeToday

Total talk time, in seconds, for 
completed agent reservation 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.

ReservationCalls TimeToday

Total handle time, in seconds, for 
completed agent reservation calls 
handled by agents in the skill group. 
The value includes the time spent from 
the call being initiated to the time the 
agent completes after call work time 
for the call. The time includes hold 
time associated with the call.

ReservationCalls HeldToday

The total number of agent reservation 
calls that agents in the skill group have 
placed on hold at least once.

ReservationCalls HeldTimeToday

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

BargeInCallsToday

Total number of supervisor call 
barge-ins completed in the skill group.

InterceptCallsToday

Total number of supervisor call 
intercepts completed in the skill group.

MonitorCallsToday

Total number of supervisor call 
monitors completed in the skill group.

WhisperCallsToday

Total number of supervisor call 
whispers completed by agents in the 
skill group.

EmergencyCalls Today

Total number of emergency calls 
completed by agents in the skill group.

CallsQToday

*

The number of calls queued to the skill. 
This field is set to 0xFFFFFFFF when 
this value is unknown or unavailable.

CallsQTimeToday

*

The total queue time, in seconds, of 
calls queued to the skill group. This 
field is set to 0xFFFFFFFF when this 
value is unknown or unavailable.

LongestCallQToday

*

The longest queue time, in seconds, of 
all calls queued to the skill group. This 
field is set to 0xFFFFFFFF when this 
value is unknown or unavailable.