Developer's Guide

5-73
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 Application Level Interfaces
Miscellaneous Service
AvailTime
Session
Total time, in seconds, the agent was in the Available state for
any skill group.
UINT 4
LoggedOnTime
Session
Total time, in seconds, the agent has been logged on. UINT 4
NotReadyTime
Session
Total time, in seconds, the agent was in the Not Ready state for
all skill groups.
UINT 4
ICMAvailable
TimeSession
Total time, in seconds, the agent was in the Unified CCE
Available state.
UINT 4
RoutableTime
Session
Total time, in seconds, the agent was in the Routable state for all
skill groups.
UINT 4
AgentOutCalls
Session
Total number of completed outbound ACD calls made by agent. UINT 4
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.
UINT 4
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.
UINT 4
AgentOutCalls
Held Session
The total number of completed outbound ACD calls the agent
has placed on hold at least once.
UINT 4
AgentOutCalls
HeldTime
Session
Total number of seconds outbound ACD calls were placed on
hold.
UINT 4
HandledCalls
Session
The number of inbound ACD calls handled by the agent. UINT 4
HandledCalls
TalkTime Session
Total talk time in seconds for Inbound ACD calls counted as
handled by the agent. Includes hold time associated with the call.
UINT 4
HandledCalls
AfterCall
TimeSession
Total after call work time in seconds for Inbound ACD calls
counted as handled by the agent.
UINT 4
HandledCalls
Time Session
Total handle time, in seconds, for inbound ACD calls counted as
handled by the agent. 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
IncomingCalls
Held Session
The total number of completed inbound ACD calls the agent
placed on hold at least once.
UINT 4
IncomingCalls
HeldTime
Session
Total number of seconds completed inbound ACD calls were
placed on hold.
UINT 4
Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued)