Developer's Guide

5-84
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
AgentOutCallsHeld
TimeToHalf
Total number of seconds outbound ACD calls were placed
on hold by agents in the skill group.
UINT 4
HandledCallsToHalf The number of inbound ACD calls handled by agents in the
skill group.
UINT 4
HandledCallsTalk
TimeToHalf
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
CallTimeToHalf
Total after call work time in seconds for Inbound ACD
calls counted as handled by agents in the skill group.
UINT 4
HandledCallsTime
ToHalf
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
ToHalf
The total number of completed inbound ACD calls agents
in the skill group placed on hold at least once.
UINT 4
IncomingCallsHeld
TimeToHalf
Total number of seconds completed inbound ACD calls
were placed on hold by agents in the skill group.
UINT 4
InternalCallsRcvdTo
Half
Number of internal calls received by agents in the skill
group.
UINT 4
InternalCallsRcvd
TimeToHalf
Number of seconds spent on internal calls received by
agents in the skill group.
UINT 4
InternalCallsHeldTo
Half
The total number of internal calls agents in the skill group
placed on hold at least once.
UINT 4
InternalCallsHeld
TimeToHalf
Total number of seconds completed internal calls were
placed on hold by agents in the skill group.
UINT 4
AutoOutCallsToHalf Total number of AutoOut (predictive) calls completed by
agents in the skill group.
UINT 4
AutoOutCallsTalk
TimeToHalf
Total talk time, in seconds, for completed AutoOut
(predictive) calls handled by agents in the skill group. The
value includes the time spent from the call being initiated
to the time the agent begins after call work for the call. The
time includes hold time associated with the call.
UINT 4
AutoOutCallsTime
ToHalf
Total handle time, in seconds, for completed AutoOut
(predictive) calls handled by agents in the skill group. The
value includes the time spent from the call being initiated
to the time the agent completes after call work time for the
call. The time includes hold time associated with the call.
UINT 4
AutoOutCallsHeld
ToHalf
The total number of completed AutoOut (predictive) calls
that agents in the skill group have placed on hold at least
once.
UINT 4
AutoOutCallsHeld
TimeToHalf
Total number of seconds AutoOut (predictive) calls were
placed on hold by agents in the skill group.
UINT 4
PreviewCallsToHalf Total number of outbound Preview calls completed by
agents in the skill group.
UINT 4
Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)