Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス

CallsOfferedTo5

Number of calls offered to the skill group during 
the current five-minute interval. In real-time data, 
a call is counted as offered as soon as it is sent to 
a skill group.

int

NULL

HandledCallsTalkTimeTo5

Total talk time, in seconds, for calls counted as 
handled by the skill group during the current 
five-minute interval. The value is based on 
TalkTime from the Termination_Call_Detail 
table. It is updated in the database when the 
after-call work time associated with the call (if 
any) is completed.

int

NULL

HandledCallsTimeTo5

Total handle time, in seconds, for calls counted as 
handled by the skill group during the current 
five-minute interval. HandledCallsTime is the 
time spent from the call being answered by the 
agent to the time the agent completed after-call 
work associated with the call. HandledCallsTime 
is based on HoldTime, WorkTime, and TalkTime 
from the Termination_Call_Detail records. The 
value is updated in the database when the 
after-call work time associated with the call (if 
any) is completed.

int

NULL

AgentOutCallsTimeTo5

The total handle time, in seconds, for completed 
outbound ACD calls handled by the agent in the 
skill group during the current five-minute 
interval. Handle time includes WorkTime, 
TalkTime, and HoldTime, all of which are taken 
from the Termination_Call_Detail records. The 
AgentOutCallsTime 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 value is updated in the database 
when the after-call work time associated with the 
call (if any) is completed.

int

NULL

Hold

The number of agents that have all active calls on 
hold. The agent is not in the Hold state with one 
call on hold and talking on another call (for 
example, a consultative call). The agent must 
have all active calls on hold.

int

NULL

HoldTimeTo5

Number of seconds where all calls to the agent 
are on hold during the current five-minute 
interval. HoldTime is counted only while the 
agent is doing no other call related activity. 
HoldTime is included in the calculation of 
LoggedOnTime.

int

NULL