Cisco Cisco Computer Telephony Integration Option 8.5 Guia Do Programador
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CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
Chapter 5 Application Level Interfaces
Miscellaneous Service
InvokeID
Set to the same value as the InvokeID from
the corresponding request message.
the corresponding request message.
UINT
4
PeripheralID
The ICM PeripheralID of the ACD where
the agent is located.
the agent is located.
UINT
4
AvailTime
Session
Session
Total time, in seconds, the agent was in the
Available state for any skill group.
Available state for any skill group.
UINT
4
LoggedOnTime
Session
Session
Total time, in seconds, the agent has been
logged on.
logged on.
UINT
4
NotReadyTime
Session
Session
Total time, in seconds, the agent was in the
Not Ready state for all skill groups.
Not Ready state for all skill groups.
UINT
4
ICMAvailable
TimeSession
TimeSession
Total time, in seconds, the agent was in the
ICM Available state.
ICM Available state.
UINT
4
RoutableTime
Session
Session
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.
UINT
4
AgentOutCalls
Session
Session
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.
UINT
4
AgentOutCalls
TalkTimeSession
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.
UINT
4
AgentOutCalls
Time Session
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.
UINT
4
AgentOutCalls
Held Session
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.
UINT
4
AgentOutCalls
HeldTime
Session
HeldTime
Session
Total number of seconds outbound ACD
calls were placed on hold.
calls were placed on hold.
UINT
4
HandledCalls
Session
Session
The number of inbound ACD calls
handled by the agent.
handled by the agent.
UINT
4
HandledCalls
TalkTime Session
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.
UINT
4
HandledCalls
AfterCall
TimeSession
AfterCall
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.
UINT
4
Table 5-71
QUERY_AGENT_STATISTICS_CONF Message Format (continued)