Cisco Cisco Computer Telephony Integration Option 8.5 개발자 가이드
Chapter 9 Agent Object
Agent Statistics
9-4
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
RoutableTime Session
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.
AgentOutCalls Session
Total number of completed outbound
ACD calls made by agent.
ACD calls made by 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.
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.
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.
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.
AgentOutCalls Held Session
The total number of completed outbound
ACD calls the agent has placed on hold at
least once.
ACD calls the agent has placed on hold at
least once.
AgentOutCalls HeldTime Session
Total number of seconds outbound ACD
calls were placed on hold.
calls were placed on hold.
HandledCalls Session
The number of inbound ACD calls
handled by the agent.
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.
ACD calls counted as handled by the
agent. Includes hold time associated with
the call.
HandledCalls AfterCall
TimeSession
TimeSession
Total after call work time in seconds for
Inbound ACD calls counted as handled by
the agent.
Inbound ACD calls counted as handled by
the agent.
Table 9-2
Agent Statistics (continued)
Statistic
Definition