Cisco Cisco Computer Telephony Integration Option 9.0 Guida Dello Sviluppatore
9-3
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 9 Agent Object
Agent Statistics
availTimeSession = args.GetValueInt(“AvailTimeSession”)
bargeInCallsToday = args.GetValueInt(“BargeInCallsToday”)
Note
Not all the statistics values listed in
are present in every system configuration.
Whether or not a particular statistic value is available depends both on the protocol version of
CTI Server with which CTI OS connects and on the peripheral on which the agent resides.
CTI Server with which CTI OS connects and on the peripheral on which the agent resides.
Table 9-2
Agent Statistics
Statistic
Definition
AvailTime Session
Total time, in seconds, the agent was in the Available state for
any skill group.
any skill group.
LoggedOnTime Session
Total time, in seconds, the agent has been logged on.
NotReadyTime Session
Total time, in seconds, the agent was in the Not Ready state
for all skill groups.
for all skill groups.
ICMAvailable TimeSession
Total time, in seconds, the agent was in the Unified ICM
Available state.
Available state.
RoutableTime Session
Total time, in seconds, the agent was in the Routable state for
all skill groups.
all skill groups.
AgentOutCalls Session
Total number of completed outbound ACD calls made by
agent.
agent.
AgentOutCalls TalkTimeSession
Total talk time, in seconds, for completed outbound ACD
calls handled 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.
calls handled 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.
AgentOutCalls Time Session
Total handle time, in seconds, for completed outbound ACD
calls handled 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.
calls handled 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.
AgentOutCalls Held Session
The total number of completed outbound ACD calls the agent
has placed on hold at least once.
has placed on hold at least once.
AgentOutCalls HeldTime Session
Total number of seconds outbound ACD calls were placed on
hold.
hold.
HandledCalls Session
The number of inbound ACD calls handled by the agent.
HandledCalls TalkTime Session
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.
HandledCalls AfterCall TimeSession
Total after call work time in seconds for Inbound ACD calls
counted as handled by the agent.
counted as handled by the agent.
HandledCalls Time Session
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.
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.