Cisco Cisco Computer Telephony Integration Option 8.5 Guia Do Utilizador
Chapter 5 Statistical Information
Agent Statistics
5-2
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted Release 7.1(1)
statistics (either periodically or at the end of a call), refer to the CTI OS System
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
lists all the agent statistics that are visible on the Agent Statistics display.
Note
In agent statistic names, Today is defined as the time since midnight.
Session is defined as the time since the agent logged in.
Session is defined as the time since the agent logged in.
Table 5-1
Agent Statistics Values
Statistic
Definition
AvailTimeSession
Total time, in seconds, the agent was in
the Available state for any skill group.
the Available state for any skill group.
LoggedOnTimeSession
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTimeSession
Total time, in seconds, the agent was in
the Not Ready state for all skill groups.
the Not Ready state for all skill groups.
ICMAvailableTimeSession
Total time, in seconds, the agent was in
the ICMAvailable state.
the ICMAvailable state.
RoutableTimeSession
Total time, in seconds, the agent was in
the Routable state for all skill groups.
the Routable state for all skill groups.
AgentOutCallsSession
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.
AgentOutCallsTalkTimeSession
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.