Cisco Cisco Computer Telephony Integration OS 8.5 Technical References
89
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Miscellaneous Service
IncomingCallsHeld
TimeToday
TimeToday
Total number of seconds completed inbound ACD calls
were placed on hold by agents in the skill group.
were placed on hold by agents in the skill group.
UINT
4
InternalCallsRcvd
Today
Today
Number of internal calls received by agents in the skill
group.
group.
UINT
4
InternalCallsRcvd
TimeToday
TimeToday
Number of seconds spent on internal calls received by
agents in the skill group.
agents in the skill group.
UINT
4
InternalCallsHeld
Today
Today
The total number of internal calls agents in the skill group
placed on hold at least once.
placed on hold at least once.
UINT
4
InternalCallsHeld
TimeToday
TimeToday
Total number of seconds completed internal calls were
placed on hold by agents in the skill group.
placed on hold by agents in the skill group.
UINT
4
AutoOutCallsToday
Total number of AutoOut (predictive) calls completed by
agents in the skill group.
agents in the skill group.
UINT
4
AutoOutCallsTalk
TimeToday
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.
(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.
UINT
4
AutoOutCallsTime
Today
Today
Total handle 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 completes after call work time for the
call. The time includes hold time associated with the call.
(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 completes after call work time for the
call. The time includes hold time associated with the call.
UINT
4
AutoOutCallsHeld
Today
Today
The total number of completed AutoOut (predictive) calls
that agents in the skill group have placed on hold at least
once.
that agents in the skill group have placed on hold at least
once.
UINT
4
AutoOutCallsHeld
TimeToday
TimeToday
Total number of seconds AutoOut (predictive) calls were
placed on hold by agents in the skill group.
placed on hold by agents in the skill group.
UINT
4
PreviewCallsToday
Total number of outbound Preview calls completed by
agents in the skill group.
agents in the skill group.
UINT
4
PreviewCallsTalk
TimeToday
TimeToday
Total talk time, in seconds, for completed outbound
Preview 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.
Preview 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.
UINT
4
PreviewCallsTime
Today
Today
Total handle time, in seconds, for completed outbound
Preview 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.
Preview 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.
UINT
4
PreviewCallsHeld
Today
Today
The total number of completed outbound Preview calls that
agents in the skill group have placed on hold at least once.
agents in the skill group have placed on hold at least once.
UINT
4
PreviewCallsHeld
TimeToday
TimeToday
Total number of seconds outbound Preview calls were
placed on hold by agents in the skill group.
placed on hold by agents in the skill group.
UINT
4
ReservationCalls
Today
Today
Total number of agent reservation calls completed by
agents in the skill group.
agents in the skill group.
UINT
4
Table 5-75
QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)