Cisco Cisco Computer Telephony Integration Option 8.5 사용자 가이드

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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 3      Interpreting Call and Statistical Information
Agent Statistics
AgentOutCallsTalkTimeToday
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.
AgentOutCallsTimeToday
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.
AgentOutCallsHeldToday
The total number of completed outbound ACD calls the agent has 
placed on hold at least once.
AgentOutCallsHeldTimeToday
Total number of seconds outbound ACD calls were placed on 
hold.
HandledCallsToday
The number of inbound ACD calls handled by the agent.
Note
If the agent transfers the call, HandledCallsToday (in the 
AgentStatistics) is not updated immediately, it is updated 
as part of next call end. 
If the next call is also a transferred call, the count is 
incremented by 1 (the count is missed for the second 
transferred call). 
If the next call is a call handled by that agent, then the 
count is incremented by 2 (which adjusts the count 
correctly).
HandledCallsTalkTimeToday
Total talk time in seconds for Inbound ACD calls counted as 
handled by the agent. Includes hold time associated with the call.
HandledCalls AfterCallTimeToday
Total after call work time in seconds for Inbound ACD calls 
counted as handled by the agent.
HandledCallsTimeToday
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.
IncomingCallsHeldToday
The total number of completed inbound ACD calls the agent 
placed on hold at least once.
IncomingCallsHeldTimeToday
Total number of seconds completed inbound ACD calls were 
placed on hold.
InternalCallsToday
Number of internal calls initiated by the agent.
InternalCallsTimeToday
Number of seconds spent on internal calls initiated by the agent.
InternalCalls RcvdToday
Number of internal calls received by the agent.
InternalCalls RcvdTimeToday
Number of seconds spent on internal calls received by the agent.
InternalCallsHeldToday
The total number of internal calls the agent placed on hold at least 
once.
Table 3-2
Agent Statistics Values (continued)
Statistic
Definition