Cisco Cisco Computer Telephony Integration Option 9.0 Guia Do Utilizador
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
Chapter 6 Interpreting Call and Statistical Information
Agent Statistics
Reservation CallsToday
Total number of agent reservation calls
completed by the agent.
completed by the agent.
Reservation CallsTalk TimeToday
Total talk time, in seconds, of agent
reservation calls completed 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.
reservation calls completed 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.
Reservation CallsTimeToday
Total handle time, in seconds, agent
reservation calls completed 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.
reservation calls completed 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.
Reservation CallsHeldToday
The total number of completed agent
reservation calls the agent has placed on
hold at least once.
reservation calls the agent has placed on
hold at least once.
Reservation CallsHeld
TimeToday
TimeToday
Total number of seconds agent reservation
calls were placed on hold.
calls were placed on hold.
BargeInCalls Today
Total number of supervisor call barge-ins
completed.
completed.
InterceptCalls Today
Total number of supervisor call intercepts
completed.
completed.
MonitorCalls Today
Total number of supervisor call monitors
completed.
completed.
WhisperCalls Today
Total number of supervisor whisper calls
completed.
completed.
EmergencyCalls Today
Total number of emergency calls .
AvailTime Session
Total time, in seconds, the agent was in the
Available state for any skill group.
Available state for any skill group.
Table 6-2
Agent Statistics Values (continued)
Statistic
Definition