Developer's Guide

5-87
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
IncomingCallsHeld
TimeToday
Total number of seconds completed inbound ACD calls
were placed on hold by agents in the skill group.
UINT 4
InternalCallsRcvd
Today
Number of internal calls received by agents in the skill
group.
UINT 4
InternalCallsRcvd
TimeToday
Number of seconds spent on internal calls received by
agents in the skill group.
UINT 4
InternalCallsHeld
Today
The total number of internal calls agents in the skill group
placed on hold at least once.
UINT 4
InternalCallsHeld
TimeToday
Total number of seconds completed internal calls were
placed on hold by agents in the skill group.
UINT 4
AutoOutCallsToday Total number of AutoOut (predictive) calls completed by
agents in the skill group.
UINT 4
AutoOutCallsTalk
TimeToday
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
Today
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
Today
The total number of completed AutoOut (predictive) calls
that agents in the skill group have placed on hold at least
once.
UINT 4
AutoOutCallsHeld
TimeToday
Total number of seconds AutoOut (predictive) calls were
placed on hold by agents in the skill group.
UINT 4
PreviewCallsToday Total number of outbound Preview calls completed by
agents in the skill group.
UINT 4
PreviewCallsTalk
TimeToday
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
Today
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
PreviewCallsHeld
Today
The total number of completed outbound Preview calls that
agents in the skill group have placed on hold at least once.
UINT 4
PreviewCallsHeld
TimeToday
Total number of seconds outbound Preview calls were
placed on hold by agents in the skill group.
UINT 4
ReservationCalls
Today
Total number of agent reservation calls completed by
agents in the skill group.
UINT 4
Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued)