Developer's Guide

5-85
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
PreviewCallsTalk
TimeToHalf
Total talk time, in seconds, for completed outbound
Preview 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
PreviewCallsTime
ToHalf
Total handle time, in seconds, for completed outbound
Preview 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
PreviewCallsHeldTo
Half
The total number of completed outbound Preview calls that
agents in the skill group have placed on hold at least once.
UINT 4
PreviewCallsHeld
TimeToHalf
Total number of seconds outbound Preview calls were
placed on hold by agents in the skill group.
UINT 4
ReservationCallsTo
Half
Total number of agent reservation calls completed by
agents in the skill group.
UINT 4
ReservationCalls
TalkTimeToHalf
Total talk time, in seconds, for completed agent reservation
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
ReservationCalls
TimeToHalf
Total handle time, in seconds, for completed agent
reservation 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
ReservationCalls
HeldToHalf
The total number of agent reservation calls that agents in
the skill group have placed on hold at least once.
UINT 4
ReservationCalls
HeldTimeToHalf
Total number of seconds agent reservation calls were
placed on hold by agents in the skill group.
UINT 4
BargeInCallsToHalf Total number of supervisor call barge-ins completed in the
skill group.
UINT 4
InterceptCallsTo
Half
Total number of supervisor call intercepts completed in the
skill group.
UINT 4
MonitorCallsToHalf Total number of supervisor call monitors completed in the
skill group.
UINT 4
WhisperCallsToHalf Total number of supervisor call whispers completed by
agents in the skill group.
UINT 4
EmergencyCalls
ToHalf
Total number of emergency calls completed by agents in
the skill group.
UINT 4
CallsQHalf The number 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.
UINT 4
Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)