Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
9-9
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 9 Agent Object
Methods
Methods
Reservation CallsTalk TimeToday
Total talk time, in seconds, of agent
reservation 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.
reservation 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.
Reservation CallsTimeToday
Total handle time, in seconds, agent
reservation 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.
reservation 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.
Reservation CallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
Reservation CallsHeld
TimeToday
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
BargeInCalls Today
Total number of supervisor call barge-ins
completed.
completed.
InterceptCalls Today
Total number of supervisor call intercepts
completed.
completed.
MonitorCalls Today
Total number of supervisor call monitors
completed.
completed.
WhisperCalls Today
Total number of supervisor whisper calls
completed.
completed.
EmergencyCalls Today
Total number of emergency calls .
AvailTime Session
Total time, in seconds, the agent was in the
Available state for any skill group.
Available state for any skill group.
LoggedOnTime Session
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTime Session
Total time, in seconds, the agent was in the
Not Ready state for all skill groups.
Not Ready state for all skill groups.
ICMAvailable TimeSession
Total time, in seconds, the agent was in the
Unified ICM Available state.
Unified ICM Available state.
RoutableTime Session
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.
AgentOutCalls Session
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.
Statistic
Definition