Developer's Guide

5-76
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
AgentOutCalls
Today
Total number of completed outbound ACD calls made by agent. UINT 4
AgentOutCalls
TalkTime Today
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 Today
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
HeldToday
The total number of completed outbound ACD calls the agent
has placed on hold at least once.
UINT 4
AgentOutCalls
HeldTime Today
Total number of seconds outbound ACD calls were placed on
hold.
UINT 4
HandledCalls
Today
The number of inbound ACD calls handled by the agent. UINT 4
HandledCalls
TalkTime Today
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
TimeToday
Total after call work time in seconds for Inbound ACD calls
counted as handled by the agent.
UINT 4
HandledCalls
TimeToday
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
HeldToday
The total number of completed inbound ACD calls the agent
placed on hold at least once.
UINT 4
IncomingCalls
HeldTime Today
Total number of seconds completed inbound ACD calls were
placed on hold.
UINT 4
InternalCalls
Today
Number of internal calls initiated by the agent. UINT 4
InternalCalls
TimeToday
Number of seconds spent on internal calls initiated by the agent. UINT 4
InternalCalls
RcvdToday
Number of internal calls received by the agent. UINT 4
InternalCalls
RcvdTime Today
Number of seconds spent on internal calls received by the agent. UINT 4
InternalCalls
HeldToday
The total number of internal calls the agent placed on hold at
least once.
UINT 4
InternalCalls
HeldTime Today
Total number of seconds completed internal calls were placed on
hold.
UINT 4
Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued)