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Contents
The CTI Toolkit Agent Desktop can display the following call information and statistics:
Call Information statistics appear on the CTI Toolkit Agent Desktop.
The Agent Statistics and the Skill Group Statistics appear in separate windows when you click Statistics in the Tools section.
To display the Statistics window, press Alt+Y. If the Statistics window is already open, Alt+Y shifts focus to that window. You can also shift focus between the main desktop and the statistics window with Alt+Tab.
Note | The focus will not change when statistics update. |
The following table lists the key combinations to navigate in the Statistics window:
Key |
Action |
---|---|
Tab |
Move to the element that follows the grid in the tab order. |
Shift+Tab |
Move to the element that precedes the grid in the tab order. |
Right Arrow |
Move to the cell to the right of the current cell. |
Left Arrow |
Move to the cell to the left of the current cell. |
Up Arrow |
Move to the cell above the current cell. |
Down Arrow |
Move to the cell below the current cell. |
When a row in the statistics grid receives focus, select Insert + Up Arrow to have JAWS read back the contents of each cell in the row.
When a specific cell has focus, select F3 to have JAWS read back the cell's column header along with the contents of the cell.
The Call Information section of the Agent Desktop displays call-related data for each call currently on the softphone. The following table describes the values in the Call Information section.
Column |
Definition |
---|---|
CallID |
The Call ID value assigned to this call by the peripheral or Unified ICM. |
Status |
The status of the call, such as Ringing, Talking, or Held. |
DNIS |
The Dialed Number Identification Service number provided with the call. |
ANI |
The calling line ID of the caller, usually the caller’s phone number. |
CED |
The digits entered by the caller in response to IVR prompting. |
DialedNumber |
The number that the caller dialed. |
CallType |
The general classification of the call type. |
UserToUserInfo |
The ISDN user-to-user information element. |
WrapUp |
Call-related wrap-up data. |
Var1 through Var10 |
Call-related variable data. |
The Agent Statistics window provides statistical information about the agent currently at the phone set device. This information is updated periodically, as well as after a call. The following tables list all the agent statistics that display on theAgent Statistics window.
Note | In agent statistic names, "Today" is the time since midnight. "Session" is the time since the agent logged in. |
Statistic |
Definition |
---|---|
AgentOutCallsHeldSession |
The total number of completed outbound ACD calls that the agent placed on hold at least once. |
AgentOutCallsHeldTimeSession |
Total number of seconds that outbound ACD calls were on hold. |
AgentOutCallsSession |
Total number of completed outbound ACD calls that the agent made. |
AgentOutCallsTalkTimeSession |
Total talk time, in seconds, for completed outbound ACD calls that the agent handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
AgentOutCallsTimeSession |
Total handle time, in seconds, for completed outbound ACD calls that the agent handled. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
AutoOutCallsHeldSession |
The total number of completed AutoOut (predictive) calls that the agent placed on hold. |
AutoOutCallsHeldTimeSession |
Total number of seconds AutoOut (predictive) calls were on hold. |
AutoOutCallsSession |
Total number of AutoOut (predictive) calls that the agent completed. |
AutoOutCallsTalkTimeSession |
Total talk time, in seconds, of AutoOut (predictive) calls that the agent completed. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
AutoOutCallsTimeSession |
Total handle time, in seconds, for AutoOut (predictive) calls that the agent completed. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes hold time for the call. |
AvailTimeSession |
Total time, in seconds, that the agent was in the Available state for any skill group. |
BargeInCallsSession |
Total number of supervisor call barge-ins completed. |
EmergencyCallsSession |
Total number of emergency calls. |
HandledCallsAfterCallTimeSession |
Total after-call work time in seconds for inbound ACD calls that the agent is credited with handling. |
HandledCallsSession |
The number of inbound ACD calls that the agent handled. |
HandledCallsTalkTimeSession |
Total talk time in seconds for inbound ACD calls that the agent is credited with handling. Includes any hold time for the call. |
HandledCallsTimeSession |
Total handle time, in seconds, for inbound ACD calls that the agent is credited with handling. The time spent from the agent answering the call to the time the agent completed after-call work. Includes any hold time for the call. |
ICMAvailableTimeSession |
Total time, in seconds, that the agent was in the ICM Available state. |
IncomingCallsHeldSession |
The total number of completed inbound ACD calls that the agent placed on hold. |
IncomingCallsHeldTimeSession |
Total number of seconds that completed inbound ACD calls were placed on hold. |
InterceptCallsSession |
Total number of supervisor call intercepts completed. |
InternalCallsRcvdSession |
Number of internal calls that the agent received. |
InternalCallsRcvdTimeSession |
Number of seconds that the agent spent on received internal calls. |
InternalCallsHeldSession |
The total number of internal calls that the agent placed on hold. |
InternalCallsHeldTimeSession |
Total number of seconds that completed internal calls were placed on hold. |
InternalCallsSession |
Number of internal calls that the agent initiated. |
InternalCallsTimeSession |
Number of seconds spent on internal calls that the agent initiated. |
LoggedOnTimeSession |
Total time, in seconds, that the agent was logged on. |
MonitorCallsSession |
Total number of supervisor call monitors completed. |
NotReadyTimeSession |
Total time, in seconds, that the agent was in the Not Ready state for all skill groups. |
PreviewCallsHeldSession |
The total number of completed outbound Preview calls that the agent placed on hold. |
PreviewCallsHeldTimeSession |
Total number of seconds outbound Preview calls were placed on hold. |
PreviewCallsSession |
Total number of outbound Preview calls that the agent completed. |
PreviewCallsTalkTimeSession |
Total talk time, in seconds, of outbound Preview calls that the agent completed. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
PreviewCallsTimeSession |
Total handle time, in seconds, for outbound Preview calls that the agent completed. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
ReservationCallsHeldSession |
The total number of completed agent reservation calls that the agent placed on hold. |
ReservationCallsHeldTimeSession |
Total number of seconds that agent reservation calls were placed on hold. |
ReservationCallsSession |
Total number of agent reservation calls that the agent completed. |
ReservationCallsTalkTimeSession |
Total talk time, in seconds, of agent reservation calls that the agent completed. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
ReservationCallsTimeSession |
Total handle time, in seconds, for agent reservation calls that the agent completed. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
RoutableTimeSession |
Total time, in seconds, that the agent was in the Routable state for all skill groups. |
WhisperCallsSession |
Total number of supervisor whisper calls completed. |
Statistic |
Definition |
||
---|---|---|---|
AgentOutCallsHeldTimeToday |
Total number of seconds that outbound ACD calls were placed on hold. |
||
AgentOutCallsHeldToday |
The total number of completed outbound ACD calls that the agent has placed on hold at least once. |
||
AgentOutCallsTalkTimeToday |
Total talk time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time associated with the call. |
||
AgentOutCallsTimeToday |
Total handle time, in seconds, for completed outbound ACD calls that the agent handled. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
||
AgentOutCallsToday |
Total number of completed outbound ACD calls that the agent made. |
||
AutoOutCallsHeldTimeToday |
Total number of seconds that AutoOut (predictive) calls were placed on hold. |
||
AutoOutCallsHeldToday |
The total number of completed AutoOut (predictive) calls that the agent placed on hold. |
||
AutoOutCallsTalkTimeToday |
Total talk time, in seconds, of AutoOut (predictive) calls that the agent completed. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
||
AutoOutCallsTimeToday |
Total handle time, in seconds, for AutoOut (predictive) calls that the agent completed. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
||
AutoOutCallsToday |
Total number of AutoOut (predictive) calls that the agent completed. |
||
AvailTimeToday |
Total time, in seconds, that the agent was in the Available state for any skill group. |
||
BargeInCallsToday |
Total number of supervisor call barge-ins completed. |
||
EmergencyCallsToday |
Total number of emergency calls. |
||
HandledCallsAfterCallTimeToday |
Total after-call work time in seconds for inbound ACD calls that the agent is credited with handling. |
||
HandledCallsTalkTimeToday |
Total talk time in seconds for inbound ACD calls that the agent is credited with handling. includes any hold time for the call. |
||
HandledCallsTimeToday |
Total handle time, in seconds, for inbound ACD calls that the agent is credited with handling. The time spent from the agent answering the call to the time the agent completed after-call work. Includes any hold time for the call. |
||
HandledCallsToday |
The number of inbound ACD calls that the agent handled.
|
||
ICMAvailableTimeToday |
Total time, in seconds, that the agent was in the ICM Available state. |
||
IncomingCallsHeldTimeToday |
Total number of seconds that completed inbound ACD calls were placed on hold. |
||
IncomingCallsHeldToday |
The total number of completed inbound ACD calls that the agent placed on hold. |
||
InterceptCallsToday |
Total number of supervisor call intercepts completed. |
||
InternalCallsRcvdTimeToday |
Number of seconds spent on internal calls that the agent received. |
||
InternalCallsRcvdToday |
Number of internal calls that the agent received. |
||
InternalCallsHeldTimeToday |
Total number of seconds that completed internal calls were placed on hold. |
||
InternalCallsHeldToday |
The total number of internal calls that the agent placed on hold. |
||
InternalCallsTimeToday |
Number of seconds spent on internal calls that the agent initiated. |
||
InternalCallsToday |
Number of internal calls that the agent initiated. |
||
LoggedOnTimeToday |
Total time, in seconds, that the agent was logged on. |
||
MonitorCallsToday |
Total number of supervisor call monitors completed. |
||
NotReadyTimeToday |
Total time, in seconds, that the agent was in the Not Ready state for all skill groups. |
||
PreviewCallsHeldTimeToday |
Total number of seconds that outbound Preview calls were placed on hold. |
||
PreviewCallsHeldToday |
The total number of completed outbound Preview calls that the agent placed on hold. |
||
PreviewCallsTalkTimeToday |
Total talk time, in seconds, of outbound Preview calls that the agent completed. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
||
PreviewCallsTimeToday |
Total handle time, in seconds, for outbound Preview calls that the agent completed. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
||
PreviewCallsToday |
Total number of outbound Preview calls that the agent completed. |
||
ReservationCallsHeldTimeToday |
Total number of seconds that agent reservation calls were placed on hold. |
||
ReservationCallsHeldToday |
The total number of completed agent reservation calls that the agent placed on hold. |
||
ReservationCallsTalkTimeToday |
Total talk time, in seconds, of agent reservation calls that the agent completed. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time for the call. |
||
ReservationCallsTimeToday |
Total handle time, in seconds, for agent reservation calls that the agent completed. The value includes the time spent from the call initiation to the time the agent completes after-call work. The time includes any hold time for the call. |
||
ReservationCallsToday |
Total number of agent reservation calls that the agent completed. |
||
RoutableTimeToday |
Total time, in seconds, that the agent was in the Routable state for all skill groups. |
||
WhisperCallsToday |
Total number of supervisor whisper calls completed. |
The Skill Group Statistics window provides a feed of skill group statistics and queue-level statistics. The following tables list all the skill group statistics that appear in the Skill Group Statistics window.
Skill group statistics behave differently for a supervisor account. For a supervisor, the window displays a row for each skill group to which either the supervisor or their team members belong.
For example, assume that the supervisor belongs to skill groups 1 and 2 and their team members belong to skill groups 2 and 3. The Skill Group Statistics window for that supervisor displays rows for skill groups 1, 2, and 3.
For a standard agent account, the Skill Group Statistics window only displays statistics for the skill groups to which the agent belongs.
Note | Certain calls are not naturally associated with a given skill group—For example, a direct call to an agent's phone. For reporting purposes, you must associate each call with a skill group. For this reason, Unified CCE creates a default skill group. Unified CCE names and numbers this default skill group with a random string of digits to avoid conflicts with other skill groups. The default skill group appears, of necessity, in the CTI OS Skill Group Statistics. You cannot renumber or rename the default skill group. |
Statistic |
Definition |
---|---|
AgentOutCallsHeldTimeTo5 |
Total number of seconds that agents in the skill group placed outbound ACD calls on hold. |
AgentOutCallsHeldTimeToday |
Total number of seconds that agents in the skill group placed outbound ACD calls on hold. |
AgentOutCallsHeldTimeToHalf |
Total number of seconds that agents in the skill group placed outbound ACD calls on hold. |
AgentOutCallsHeldTo5 |
The total number of completed outbound ACD calls that agents in the skill group have placed on hold. |
AgentOutCallsHeldToday |
The total number of completed outbound ACD calls that agents in the skill group have placed on hold. |
AgentOutCallsHeldToHalf |
The total number of completed outbound ACD calls that agents in the skill group have placed on hold. |
AgentOutCallsTalkTimeTo5 |
Total talk time, in seconds, for completed outbound ACD calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AgentOutCallsTalkTimeToday |
Total talk time, in seconds, for completed outbound ACD calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AgentOutCallsTalkTimeToHalf |
Total talk time, in seconds, for completed outbound ACD calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AgentOutCallsTimeTo5 |
Total handle time, in seconds, for completed outbound ACD calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AgentOutCallsTimeToday |
Total handle time, in seconds, for completed outbound ACD calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AgentOutCallsTimeToHalf |
Total handle time, in seconds, for completed outbound ACD calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AgentOutCallsTo5 |
Total number of completed outbound ACD calls that agents in the skill group made. |
AgentOutCallsToday |
Total number of completed outbound ACD calls that agents in the skill group made. |
AgentOutCallsToHalf |
Total number of completed outbound ACD calls that agents in the skill group made. |
AgentsApplicationAvailable |
Number of agents in the skill group who are currently in the Application Available state. |
AgentsAvail |
Number of agents for the skill group in Available state. |
AgentsBusyOther |
Number of agents who are currently busy with calls from other skill groups. |
AgentsHold |
Number of calls to the skill group that are currently on hold. |
AgentsICMAvailable |
Number of agents in the skill group who are currently in the ICM Available state. |
AgentsLoggedOn |
Number of agents who are currently logged on to the skill group. |
AgentsNotReady |
Number of agents in the Not Ready state for the skill group. |
AgentsReady |
Number of agents who are in a work state (TALKING, HELD, WORK_READY, AVAILABLE, or RESERVED). The router uses this statistic to determine the number of working agents in the skill group when estimating the expected delay. This statistic is the difference between AgentsLoggedOn and AgentsNotReady. Reference AgentsAvail to get the number of agents who are available to take calls right now. |
AgentsReserved |
Number of agents for the skill group currently in the Reserved state. |
AgentsTalkingPreview |
Number of calls to the skill group that are currently talking on outbound Preview calls. |
AgentsTalkingReservation |
Number of calls to the skill group that are currently talking on agent reservation calls. |
AgentsTalkingAutoOut |
Number of calls to the skill group that are currently talking on AutoOut (predictive) calls. |
AgentsTalkingIn |
Number of agents in the skill group who are currently talking on inbound calls. |
AgentsTalkingOther |
Number of agents in the skill group who are currently talking on internal (not inbound or outbound) calls. |
AgentsTalkingOut |
Number of agents in the skill group who are currently talking on outbound calls. |
AgentsWorkNotReady |
Number of agents in the skill group in the Work Not Ready state. |
AgentsWorkReady |
Number of agents in the skill group in the Work Ready state. |
AutoOutCallsHeldTimeTo5 |
Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group. |
AutoOutCallsHeldTimeToday |
Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group. |
AutoOutCallsHeldTimeToHalf |
Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group. |
AutoOutCallsHeldTo5 |
The total number of completed AutoOut (predictive) calls that agents in the skill group placed on hold. |
AutoOutCallsHeldToday |
The total number of completed AutoOut (predictive) calls that agents in the skill group placed on hold. |
AutoOutCallsHeldToHalf |
The total number of completed AutoOut (predictive) calls that agents in the skill group placed on hold. |
AutoOutCallsTalkTimeTo5 |
Total talk time, in seconds, for completed AutoOut (predictive) calls that agent in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AutoOutCallsTalkTimeToday |
Total talk time, in seconds, for completed AutoOut (predictive) calls that agent in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AutoOutCallsTalkTimeToHalf |
Total talk time, in seconds, for completed AutoOut (predictive) calls that agent in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AutoOutCallsTimeTo5 |
Total handle time, in seconds, for completed AutoOut (predictive) calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AutoOutCallsTimeToday |
Total handle time, in seconds, for completed AutoOut (predictive) calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AutoOutCallsTimeToHalf |
Total handle time, in seconds, for completed AutoOut (predictive) calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
AutoOutCallsTo5 |
Total number of AutoOut (predictive) calls that agents in the skill group completed. |
AutoOutCallsToday |
Total number of AutoOut (predictive) calls that agents in the skill group completed. |
AutoOutCallsToHalf |
Total number of AutoOut (predictive) calls that agents in the skill group completed. |
AvailTimeTo5 |
Total seconds that agents in the skill group were in the Available state. |
AvailTimeToday |
Total seconds that agents in the skill group were in the Available state. |
AvailTimeToHalf |
Total seconds that agents in the skill group were in the Available state. |
Statistic |
Definition |
---|---|
BargeInCallsTo5 |
Total number of supervisor call barge-ins completed in the skill group. |
BargeInCallsToday |
Total number of supervisor call barge-ins completed in the skill group. |
BargeInCallsToHalf |
Total number of supervisor call barge-ins completed in the skill group. |
CallsQ51 |
The number of calls queued to the skill group during the current 5-minute period. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
CallsQHalf2 |
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. |
CallsQNow3 |
The number of calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
CallsQToday4 |
The number of calls queued to the skill since midnight. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
CallsQTime55 |
The total queue time, in seconds, of calls queued to the skill group during the current 5-minute period. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
CallsQTimeHalf6 |
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. |
CallsQTimeNow7 |
The total queue time, in seconds, of calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
CallsQTimeToday8 |
The total queue time, in seconds, of calls queued to the skill group since midnight. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
EmergencyCallsTo5 |
Total number of emergency calls that agents in the skill group are credited with completing. |
EmergencyCallsToday |
Total number of emergency calls that agents in the skill group are credited with completing. |
EmergencyCallsToHalf |
Total number of emergency calls that agents in the skill group are credited with completing. |
HandledCallsAfterCallTimeTo5 |
Total after-call work time in seconds for inbound ACD calls that agents in the skill group are credited with completing. |
HandledCallsAfterCallTimeToday |
Total after-call work time in seconds for inbound ACD calls that agents in the skill group are credited with completing. |
HandledCallsAfterCallTimeToHalf |
Total after-call work time in seconds for inbound ACD calls that agents in the skill group are credited with completing. |
HandledCallsTalkTimeTo5 |
Total talk time in seconds for inbound ACD calls that agents in the skill group are credited with handling. Includes any hold time. |
HandledCallsTalkTimeToday |
Total talk time in seconds for inbound ACD calls that agents in the skill group are credited with handling. Includes any hold time. |
HandledCallsTalkTimeToHalf |
Total talk time in seconds for inbound ACD calls that agents in the skill group are credited with handling. Includes any hold time. |
HandledCallsTimeTo5 |
Total handle time, in seconds, for inbound ACD calls that agents in the skill group are credited with handling. The time spent from the agent answering the call to the time the agent completed after-call work. Includes any hold time for the call. |
HandledCallsTimeToday |
Total handle time, in seconds, for inbound ACD calls that agents in the skill group are credited with handling. The time spent from the agent answering the call to the time the agent completed after-call work. Includes any hold time for the call. |
HandledCallsTimeToHalf |
Total handle time, in seconds, for inbound ACD calls that agents in the skill group are credited with handling. The time spent from the agent answering the call to the time the agent completed after-call work. Includes any hold time for the call. |
HandledCallsTo5 |
The number of inbound ACD calls that agents in the skill group handled. |
HandledCallsToday |
The number of inbound ACD calls that agents in the skill group handled. |
HandledCallsToHalf |
The number of inbound ACD calls that agents in the skill group handled. |
IncomingCallsHeldTimeTo5 |
Total number of seconds that agents in the skill group placed completed inbound ACD calls on hold. |
IncomingCallsHeldTimeToday |
Total number of seconds that agents in the skill group placed completed inbound ACD calls on hold. |
IncomingCallsHeldTimeToHalf |
Total number of seconds that agents in the skill group placed completed inbound ACD calls on hold. |
IncomingCallsHeldTo5 |
The total number of completed inbound ACD calls that agents in the skill group placed on hold. |
IncomingCallsHeldToday |
The total number of completed inbound ACD calls that agents in the skill group placed on hold. |
IncomingCallsHeldToHalf |
The total number of completed inbound ACD calls that agents in the skill group placed on hold. |
InterceptCallsTo5 |
Total number of supervisor call intercepts completed in the skill group. |
InterceptCallsToday |
Total number of supervisor call intercepts completed in the skill group. |
InterceptCallsToHalf |
Total number of supervisor call intercepts completed in the skill group. |
InternalCallsHeldTimeTo5 |
Total number of seconds that agents in the skill group placed completed internal calls on hold. |
InternalCallsHeldTimeToday |
Total number of seconds that agents in the skill group placed completed internal calls on hold. |
InternalCallsHeldTimeToHalf |
Total number of seconds that agents in the skill group placed completed internal calls on hold. |
InternalCallsHeldTo5 |
The total number of internal calls that agents in the skill group placed on hold. |
InternalCallsHeldToday |
The total number of internal calls that agents in the skill group placed on hold. |
InternalCallsHeldToHalf |
The total number of internal calls that agents in the skill group placed on hold. |
InternalCallsRcvdTimeTo5 |
Number of seconds that agents in the skill group spent on received internal calls. |
InternalCallsRcvdTimeToday |
Number of seconds that agents in the skill group spent on received internal calls. |
InternalCallsRcvdTimeToHalf |
Number of seconds that agents in the skill group spent on received internal calls. |
InternalCallsRcvdTo5 |
Number of internal calls that agents in the skill group received. |
InternalCallsRcvdToday |
Number of internal calls that agents in the skill group received. |
InternalCallsRcvdToHalf |
Number of internal calls that agents in the skill group received. |
Statistic |
Definition |
---|---|
LoggedOnTimeTo5 |
Total time, in seconds, that agents in the skill group were logged on. |
LoggedOnTimeToday |
Total time, in seconds, that agents in the skill group were logged on. |
LoggedOnTimeToHalf |
Total time, in seconds, that agents in the skill group were logged on. |
LongestCallQ59 |
The longest queue time, in seconds, of all calls queued to the skill group during the current 5-minute period. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
LongestCallQHalf10 |
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. |
LongestCallQNow11 |
The longest queue time, in seconds, of all calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
LongestCallQToday12 |
The longest queue time, in seconds, of all calls queued to the skill group since midnight. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
LongestRouterCallQNow 13 |
The queue time, in seconds, for the call to the skill group with the longest current CallRouter queue time. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
MonitorCallsTo5 |
Total number of supervisor call monitors completed in the skill group. |
MonitorCallsToday |
Total number of supervisor call monitors completed in the skill group. |
MonitorCallsToHalf |
Total number of supervisor call monitors completed in the skill group. |
NotReadyTimeTo5 |
Total seconds that agents in the skill group were in the Not Ready state. |
NotReadyTimeToday |
Total seconds that agents in the skill group were in the Not Ready state. |
NotReadyTimeToHalf |
Total seconds that agents in the skill group were in the Not Ready state. |
PreviewCallsHeldTimeTo5 |
Total number of seconds that agents in the skill group placed outbound Preview calls. |
PreviewCallsHeldTimeToday |
Total number of seconds that agents in the skill group placed outbound Preview calls. |
PreviewCallsHeldTimeToHalf |
Total number of seconds that agents in the skill group placed outbound Preview calls. |
PreviewCallsHeldTo5 |
The total number of completed outbound Preview calls that agents in the skill group placed on hold. |
PreviewCallsHeldToday |
The total number of completed outbound Preview calls that agents in the skill group placed on hold. |
PreviewCallsHeldToHalf |
The total number of completed outbound Preview calls that agents in the skill group placed on hold. |
PreviewCallsTalkTimeTo5 |
Total talk time, in seconds, for completed outbound Preview calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
PreviewCallsTalkTimeToday |
Total talk time, in seconds, for completed outbound Preview calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
PreviewCallsTalkTimeToHalf |
Total talk time, in seconds, for completed outbound Preview calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
PreviewCallsTimeTo5 |
Total handle time, in seconds, for completed outbound Preview calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
PreviewCallsTimeToday |
Total handle time, in seconds, for completed outbound Preview calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
PreviewCallsTimeToHalf |
Total handle time, in seconds, for completed outbound Preview calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
PreviewCallsTo5 |
Total number of outbound Preview calls that agents in the skill group completed. |
PreviewCallsToday |
Total number of outbound Preview calls that agents in the skill group completed. |
PreviewCallsToHalf |
Total number of outbound Preview calls that agents in the skill group completed. |
ReservationCallsHeldTimeTo5 |
Total number of seconds that agents in the skill group placed agent reservation calls on hold. |
ReservationCallsHeldTimeToday |
Total number of seconds that agents in the skill group placed agent reservation calls on hold. |
ReservationCallsHeldTimeToHalf |
Total number of seconds that agents in the skill group placed agent reservation calls on hold. |
ReservationCallsHeldTo5 |
The total number of agent reservation calls that agents in the skill group placed on hold. |
ReservationCallsHeldToday |
The total number of agent reservation calls that agents in the skill group placed on hold. |
ReservationCallsHeldToHalf |
The total number of agent reservation calls that agents in the skill group placed on hold. |
ReservationCallsTalkTimeTo5 |
Total talk time, in seconds, for completed agent reservation calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
ReservationCallsTalkTimeToday |
Total talk time, in seconds, for completed agent reservation calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
ReservationCallsTalkTimeToHalf |
Total talk time, in seconds, for completed agent reservation calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
ReservationCallsTimeTo5 |
Total handle time, in seconds, for completed agent reservation calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
ReservationCallsTimeToday |
Total handle time, in seconds, for completed agent reservation calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
ReservationCallsTimeToHalf |
Total handle time, in seconds, for completed agent reservation calls that agents in the skill group handled. The value includes the time spent from the call initiation to the time the agent begins after-call work. The time includes any hold time. |
ReservationCallsTo5 |
Total number of agent reservation calls that agents in the skill group completed. |
ReservationCallsToday |
Total number of agent reservation calls that agents in the skill group completed. |
ReservationCallsToHalf |
Total number of agent reservation calls that agents in the skill group completed. |
RouterCallsQNow14 |
The number of calls that the CallRouter currently has queued for this skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
WhisperCallsTo5 |
Total number of supervisor call whispers that agents in the skill group completed. |
WhisperCallsToday |
Total number of supervisor call whispers that agents in the skill group completed. |
WhisperCallsToHalf |
Total number of supervisor call whispers that agents in the skill group completed. |