Cisco Cisco Computer Telephony Integration OS 8.5 Références techniques
74
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Miscellaneous Service
QUERY_AGENT_STATISTICS_REQ
, 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.
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):
“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):
Table 5-72
QUERY_AGENT_STATISTICS_REQ Message Format
Fixed Part
Field Name
Value
Data
Type
Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 112.
MHDR
8
InvokeID
An ID for this request message that will be returned in the
corresponding confirm message.
corresponding confirm message.
UINT
4
PeripheralID
The PeripheralID of the ACD where the agent is located.
UINT
4
Floating Part
Field Name
Value
Data
Type
Type
Max.
Size
Size
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.
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.
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.
EVENTS or PERIPHERAL MONITOR service, at least one
of AgentExtension, AgentID, or AgentInstrument must be
provided.
STRING 64
Maximum message size (including header)
114
Table 5-73
QUERY_AGENT_STATISTICS_CONF Message Format
Fixed Part
Field Name
Value
Data
Type
Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 113.
MHDR
8
InvokeID
Set to the same value as the InvokeID from the corresponding
request message.
request message.
UINT
4
PeripheralID
The PeripheralID of the ACD where the agent is located.
UINT
4