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.
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.
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.
placed on hold at least once.
AgentOutCallsHeldTimeToday
Total number of seconds outbound ACD calls were placed on
hold.
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).
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.
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.
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.
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.
placed on hold at least once.
IncomingCallsHeldTimeToday
Total number of seconds completed inbound ACD calls were
placed on hold.
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.
once.
Table 3-2
Agent Statistics Values (continued)
Statistic
Definition