Cisco Cisco Computer Telephony Integration Option 8.5 개발자 가이드
9-7
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 9 Agent Object
Agent Statistics
AgentOutCalls Time Today
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 HeldToday
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 Today
Total number of seconds outbound ACD
calls were placed on hold.
calls were placed on hold.
HandledCalls Today
The number of inbound ACD calls
handled by the agent.
handled by the agent.
HandledCalls TalkTime Today
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 TimeToday Total after call work time in seconds for
Inbound ACD calls counted as handled by
the agent.
the agent.
HandledCalls TimeToday
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.
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.
IncomingCalls HeldToday
The total number of completed inbound
ACD calls the agent placed on hold at least
once.
ACD calls the agent placed on hold at least
once.
IncomingCalls HeldTime Today
Total number of seconds completed
inbound ACD calls were placed on hold.
inbound ACD calls were placed on hold.
InternalCalls Today
Number of internal calls initiated by the
agent.
agent.
InternalCalls TimeToday
Number of seconds spent on internal calls
initiated by the agent.
initiated by the agent.
InternalCalls RcvdToday
Number of internal calls received by the
agent.
agent.
InternalCalls RcvdTime Today
Number of seconds spent on internal calls
received by the agent.
received by the agent.
InternalCalls HeldToday
The total number of internal calls the
agent placed on hold at least once.
agent placed on hold at least once.
InternalCalls HeldTime Today
Total number of seconds completed
internal calls were placed on hold.
internal calls were placed on hold.
Statistic
Definition