Developer's Guide

5-81
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
AgentOutCallsTalk
TimeTo5
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.
UINT 4
AgentOutCallsTime
To5
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.
UINT 4
AgentOutCallsHeld
To5
The total number of completed outbound ACD calls agents
in the skill group have placed on hold at least once.
UINT 4
AgentOutCallsHeld
TimeTo5
Total number of seconds outbound ACD calls were placed
on hold by agents in the skill group.
UINT 4
HandledCallsTo5 The number of inbound ACD calls handled by agents in the
skill group.
UINT 4
HandledCallsTalk
TimeTo5
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.
UINT 4
HandledCallsAfter
CallTimeTo5
Total after call work time in seconds for Inbound ACD
calls counted as handled by agents in the skill group.
UINT 4
HandledCallsTime
To5
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.
UINT 4
IncomingCallsHeld
To5
The total number of completed inbound ACD calls agents
in the skill group placed on hold at least once.
UINT 4
IncomingCallsHeld
TimeTo5
Total number of seconds completed inbound ACD calls
were placed on hold by agents in the skill group.
UINT 4
InternalCallsRcvdTo
5
Number of internal calls received by agents in the skill
group.
UINT 4
InternalCallsRcvd
TimeTo5
Number of seconds spent on internal calls received by
agents in the skill group.
UINT 4
InternalCallsHeldTo
5
The total number of internal calls agents in the skill group
placed on hold at least once.
UINT 4
InternalCallsHeld
TimeTo5
Total number of seconds completed internal calls were
placed on hold by agents in the skill group.
UINT 4
AutoOutCallsTo5 Total number of AutoOut (predictive) calls completed by
agents in the skill group.
UINT 4
Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)