Cisco Cisco IP Contact Center Release 4.6.2 Referências técnicas

AgentOutCallsTalkTimeToHalf

Total talk time, in seconds, for completed outbound 
ACD calls handled by the agent in the skill group 
during the half-hour interval. This 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. It is based on TalkTime from 
Termination_Call_Detail. It therefore includes the 
HoldTime associated with the call. 
AgentOutCallsTalkTime is updated in the database 
when the after-call-work time associated with the 
call (if any) has completed.

int

NULL

AgentOutCallsToHalf

Total number of completed outbound ACD calls 
made by agents in the skill group during the 
half-hour interval. The value is updated in the 
database when the after-call-work time associated 
with the call (if any) has completed.

int

NULL

AgentOutCallsOnHoldToHalf

The total number of completed outbound ACD calls 
that agents in the skill group have placed on hold at 
least once. The value is updated in the database 
when the after-call work time associated with the 
call (if any) has completed.

int

NULL

AgentOutCallsOnHoldTimeToHalf The total number of seconds that outbound ACD 

calls were placed on hold by agents in the skill 
group during the half-hour interval. This data 
element is based on HoldTime from the 
Termination_Call_Detail record. The value is 
updated in the database when the after-call work 
associated with the call (if any) has completed.

int

NULL

AgentTerminatedCallsToHalf

Total number of ACD calls that were terminated by 
agents before the far end released. The value is 
updated in the database at the time the call 
disconnects. The value includes AgentOutCalls and 
CallsHandled for the agents in the skill group.

int

NULL

AnswerWaitTimeToHalf

Total number of seconds callers spent ringing at the 
agent’s voice device before being answered by the 
agent during the half-hour interval. 
AnswerWaitTime is associated only with handled 
calls and internal calls received, which are 
accounted for under the CallsHandledToHalf and 
InternalCallsReceivedToHalf tables, respectively. 
AnswerWaitTime for skill groups is calculated as 
follows:

DelayTime + LocalQTime + RingTime (all from the 
Termination_Call_Detail records).

The AnswerWaitTime value is updated in the 
database at the time the call is answered.

int

NULL