Cisco Cisco Computer Telephony Integration Option 9.0 技术参考
88
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Miscellaneous Service
CallsQTimeHalf
The total queue time, in seconds, of calls queued to the
skill group during the current half hour. This field is set to
0xFFFFFFFF when this value is unknown or unavailable.
skill group during the current half hour. This field is set to
0xFFFFFFFF when this value is unknown or unavailable.
UINT
4
LongestCallQHalf
The longest queue time, in seconds, of all calls queued to
the skill group during the current half hour. This field is set
to 0xFFFFFFFF when this value is unknown or
unavailable.
the skill group during the current half hour. This field is set
to 0xFFFFFFFF when this value is unknown or
unavailable.
UINT
4
AvailTimeToday
Total seconds agents in the skill group were in the
Available state.
Available state.
UINT
4
LoggedOnTime
Today
Today
Total time, in seconds, agents in the skill group were
logged on.
logged on.
UINT
4
NotReadyTime
Today
Today
Total seconds agents in the skill group were in the Not
Ready state.
Ready state.
UINT
4
AgentOutCalls
Today
Today
Total number of completed outbound ACD calls made by
agents in the skill group.
agents in the skill group.
UINT
4
AgentOutCallsTalk
TimeToday
TimeToday
Total talk time, in seconds, for completed outbound ACD
calls handled by agents in the skill group. 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.
calls handled by agents in the skill group. 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
AgentOutCallsTime
Today
Today
Total handle time, in seconds, for completed outbound
ACD calls handled by agents in the skill group. 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.
ACD calls handled by agents in the skill group. 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
AgentOutCallsHeld
Today
Today
The total number of completed outbound ACD calls agents
in the skill group have placed on hold at least once.
in the skill group have placed on hold at least once.
UINT
4
AgentOutCallsHeld
TimeToday
TimeToday
Total number of seconds outbound ACD calls were placed
on hold by agents in the skill group.
on hold by agents in the skill group.
UINT
4
HandledCallsToday
The number of inbound ACD calls handled by agents in the
skill group.
skill group.
UINT
4
HandledCallsTalk
TimeToday
TimeToday
Total talk time in seconds for Inbound ACD calls counted
as handled by agents in the skill group. Includes hold time
associated with the call.
as handled by agents in the skill group. Includes hold time
associated with the call.
UINT
4
HandledCallsAfter
CallTimeToday
CallTimeToday
Total after call work time in seconds for Inbound ACD
calls counted as handled by agents in the skill group.
calls counted as handled by agents in the skill group.
UINT
4
HandledCallsTime
Today
Today
Total handle time, in seconds, for inbound ACD calls
counted as handled by agents in the skill group. The time
spent from the call being answered by the agent to the time
the agent completed after call work time for the call.
Includes hold time associated with the call.
counted as handled by agents in the skill group. The time
spent from the call being answered by the agent to the time
the agent completed after call work time for the call.
Includes hold time associated with the call.
UINT
4
IncomingCallsHeld
Today
Today
The total number of completed inbound ACD calls agents
in the skill group placed on hold at least once.
in the skill group placed on hold at least once.
UINT
4
Table 5-75
QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)