Developer's Guide

5-86
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
CallsQTimeHalf The total queue time, in seconds, 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
LongestCallQHalf The longest queue time, in seconds, of all 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
AvailTimeToday Total seconds agents in the skill group were in the
Available state.
UINT 4
LoggedOnTime
Today
Total time, in seconds, agents in the skill group were
logged on.
UINT 4
NotReadyTime
Today
Total seconds agents in the skill group were in the Not
Ready state.
UINT 4
AgentOutCalls
Today
Total number of completed outbound ACD calls made by
agents in the skill group.
UINT 4
AgentOutCallsTalk
TimeToday
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
Today
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
Today
The total number of completed outbound ACD calls agents
in the skill group have placed on hold at least once.
UINT 4
AgentOutCallsHeld
TimeToday
Total number of seconds outbound ACD calls were placed
on hold by agents in the skill group.
UINT 4
HandledCallsToday The number of inbound ACD calls handled by agents in the
skill group.
UINT 4
HandledCallsTalk
TimeToday
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
CallTimeToday
Total after call work time in seconds for Inbound ACD
calls counted as handled by agents in the skill group.
UINT 4
HandledCallsTime
Today
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
Today
The total number of completed inbound ACD calls agents
in the skill group placed on hold at least once.
UINT 4
Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)