Руководство Пользователя для Cisco Cisco Computer Telephony Integration Option 9.0
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CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted
Cisco CTI OS Release 7.2(1)
Chapter 6 Interpreting Call and Statistical Information
Skill Group Statistics
AutoOutCallsTimeToday
Total handle time, in seconds, for
completed AutoOut (predictive) calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated to the time the
agent completes after call work time
for the call. The time includes hold
time associated with the call.
completed AutoOut (predictive) calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated to the time the
agent completes after call work time
for the call. The time includes hold
time associated with the call.
AutoOutCallsHeldToday
The total number of completed
AutoOut (predictive) calls that agents
in the skill group have placed on hold
at least once.
AutoOut (predictive) calls that agents
in the skill group have placed on hold
at least once.
AutoOutCallsHeldTimeToday
Total number of seconds AutoOut
(predictive) calls were placed on hold
by agents in the skill group.
(predictive) calls were placed on hold
by agents in the skill group.
PreviewCallsToday
Total number of outbound Preview
calls completed by agents in the skill
group.
calls completed by agents in the skill
group.
PreviewCallsTalkTimeToday
Total talk time, in seconds, for
completed outbound Preview calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated to the time the
agent begins after call work for the
call. The time includes hold time
associated with the call.
completed outbound Preview calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated to the time the
agent begins after call work for the
call. The time includes hold time
associated with the call.
PreviewCallsTimeToday
Total handle time, in seconds, for
completed outbound Preview calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated to the time the
agent completes after call work time
for the call. The time includes hold
time associated with the call.
completed outbound Preview calls
handled by agents in the skill group.
The value includes the time spent from
the call being initiated to the time the
agent completes after call work time
for the call. The time includes hold
time associated with the call.
PreviewCallsHeldToday
The total number of completed
outbound Preview calls that agents in
the skill group have placed on hold at
least once.
outbound Preview calls that agents in
the skill group have placed on hold at
least once.
PreviewCallsHeldTimeToday
Total number of seconds outbound
Preview calls were placed on hold by
agents in the skill group.
Preview calls were placed on hold by
agents in the skill group.
ReservationCallsToday
Total number of agent reservation calls
completed by agents in the skill group.
completed by agents in the skill group.
Table 6-3
Skill Group Statistics Values (continued)
Statistic
Definition