Cisco Cisco Computer Telephony Integration Option 8.5 用户指南
Chapter 5 Statistical Information
Agent Statistics
5-2
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
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
AvailTime Session
Total time, in seconds, the agent was in the
Available state for any skill group.
Available state for any skill group.
LoggedOnTime Session
Total time, in seconds, the agent has been
logged on.
logged on.
NotReadyTime Session
Total time, in seconds, the agent was in the
Not Ready state for all skill groups.
Not Ready state for all skill groups.
ICMAvailable TimeSession
Total time, in seconds, the agent was in the
ICM Available state.
ICM Available state.
RoutableTime Session
Total time, in seconds, the agent was in the
Routable state for all skill groups.
Routable state for all skill groups.
AgentOutCalls Session
Total number of completed outbound
ACD calls made by agent.
ACD calls made by agent.
AgentOutCalls 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.
AgentOutCalls 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.