Cisco Cisco Administrative Workstation 기술 참조

ExpectedDelay

Predicted delay for any new call added to the 
service queue at the end of the five-minute 
interval. This is valid only if no agents are 
available.

real

NULL

AvgSpeedAnswerTo5

Average answer wait time for all incoming calls 
to the service during the five-minute interval.

int

NULL

CallsOfferedTo5

Number of calls offered to the service during the 
five-minute interval.

int

NULL

AvgTalkTimeTo5

The average talk time in seconds for calls to the 
service during the five-minute interval. Talk 
time includes the time that calls were in a 
talking or hold state. It is populated with the 
TalkTime and HoldTime associated with call to 
the service or route (from 
Termination_Call_Detail). The field is updated 
in the database when all after-call work 
associated with the calls is completed.

int

NULL

CallsHandledTo5

Number of calls handled for the service ending 
during the five-minute interval.

int

NULL

AvgHandleTimeTo5

The average handled calls time in seconds for 
calls to the service that ended during the 
five-minute interval. HandleTime is tracked 
only for inbound ACD calls that are counted as 
handled for the service. HandleTime is the time 
spent from the call being answered by the agent 
to the time the agent completed after-call work 
time for the call. This includes any TalkTime, 
HoldTime, and WorkTime associated with the 
call (all from Termination_Call_Detail). The 
AvgHandleTime value is updated in the database 
when the after-call work time associated with 
the call is completed.

int

NULL

AvgDelayQNow

Average delay for calls currently queued for the 
service at the end of the five-minute interval.

int

NULL

CallsQNow

Calls in queue for the service at the peripheral at 
the end of the five-minute interval. A call that 
queues multiple times will be counted as queued 
once for the service.

int

NULL

Unused1

This field is not currently used.

int

NULL

AgentsTalking

Number of service agents in the talking state at 
the end of the five-minute interval.

int

NULL

CallsLeftQTo5

Number of calls to the service that were 
removed from queue during the five-minute 
interval (used to calculate expected delay).

int

NULL