Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
5-87
CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 5 Application Level Interfaces
Miscellaneous Service
HandledCalls
TalkTime Today
TalkTime Today
Total talk time in seconds for Inbound ACD calls counted as
handled by the agent. Includes hold time associated with the call.
handled by the agent. Includes hold time associated with the call.
UINT
4
HandledCalls
AfterCall
TimeToday
AfterCall
TimeToday
Total after call work time in seconds for Inbound ACD calls
counted as handled by the agent.
counted as handled by the agent.
UINT
4
HandledCalls
TimeToday
TimeToday
Total handle time, in seconds, for inbound ACD calls counted as
handled by the agent. 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.
handled by the agent. 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.
UINT
4
IncomingCalls
HeldToday
HeldToday
The total number of completed inbound ACD calls the agent
placed on hold at least once.
placed on hold at least once.
UINT
4
IncomingCalls
HeldTime Today
HeldTime Today
Total number of seconds completed inbound ACD calls were
placed on hold.
placed on hold.
UINT
4
InternalCalls
Today
Today
Number of internal calls initiated by the agent.
UINT
4
InternalCalls
TimeToday
TimeToday
Number of seconds spent on internal calls initiated by the agent. UINT
4
InternalCalls
RcvdToday
RcvdToday
Number of internal calls received by the agent.
UINT
4
InternalCalls
RcvdTime Today
RcvdTime Today
Number of seconds spent on internal calls received by the agent. UINT
4
InternalCalls
HeldToday
HeldToday
The total number of internal calls the agent placed on hold at
least once.
least once.
UINT
4
InternalCalls
HeldTime Today
HeldTime Today
Total number of seconds completed internal calls were placed on
hold.
hold.
UINT
4
AutoOutCalls
Today
Today
Total number of AutoOut (predictive) calls completed by the
agent.
agent.
UINT
4
AutoOutCalls
TalkTime Today
TalkTime Today
Total talk time, in seconds, of AutoOut (predictive) calls
completed by the agent. The value includes the time spent from
the call being initiated by the agent to the time the agent begins
after call work for the call. The time includes hold time
associated with the call.
completed by the agent. The value includes the time spent from
the call being initiated by the agent to the time the agent begins
after call work for the call. The time includes hold time
associated with the call.
UINT
4
AutoOutCalls
TimeToday
TimeToday
Total handle time, in seconds, for AutoOut (predictive) 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.
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.
UINT
4
AutoOutCalls
HeldToday
HeldToday
The total number of completed AutoOut (predictive) calls the
agent has placed on hold at least once.
agent has placed on hold at least once.
UINT
4
AutoOutCalls
HeldTime Today
HeldTime Today
Total number of seconds AutoOut (predictive) calls were placed
on hold.
on hold.
UINT
4
PreviewCalls
Today
Today
Total number of outbound Preview calls completed by the agent. UINT
4
Table 5-72
QUERY_AGENT_STATISTICS_CONF Message Format (continued)