Cisco Cisco Computer Telephony Integration Option 8.5 Technical References

The QUERY_AGENT_STATISTICS_REQ message, defined in 

, allows a CTI Client to 

obtain the current call handling statistics for the client’s agent. To avoid impacting system performance, 
clients should not request agent statistics too frequently. Depending upon the needs of the client 
application, updating agent statistics after each call is handled my be appropriate.

The CTI Server responds to the CTI Client with the QUERY_AGENT_STATISTICS_CONF message. 
“Session” values represent statistics accumulated since the agent logged in. “Today” values represent 
statistics accumulated since midnight. Call counts and times are updated when any after-call work for 
the call is completed (calls currently in progress are not included in the statistics):

MessageHeader

Standard message header.   MessageType = 112.

MHDR

8

InvokeID

An ID for this request message that will be returned in the 
corresponding confirm message.

UINT

4

PeripheralID

The PeripheralID of the ACD where the agent is located.

UINT

4

AgentExtension

The agent’s ACD teleset extension. For clients with ALL 
EVENTS or PERIPHERAL MONITOR service, at least one 
of AgentExtension, AgentID, or AgentInstrument must be 
provided.

STRING 16

AgentID

The agent’s ACD login ID. For clients with ALL EVENTS 
or PERIPHERAL MONITOR service, at least one of 
AgentExtension, AgentID, or AgentInstrument must be 
provided.

STRING 12

AgentInstrument

The agent’s ACD instrument number. For clients with ALL 
EVENTS or PERIPHERAL MONITOR service, at least one 
of AgentExtension, AgentID, or AgentInstrument must be 
provided.

STRING 64

Maximum message size (including header)

114

MessageHeader

Standard message header.   MessageType = 113.

MHDR

8

InvokeID

Set to the same value as the InvokeID from the corresponding 
request message.

UINT

4

PeripheralID

The PeripheralID of the ACD where the agent is located.

UINT

4