Realtime Duration Definitions

Call Duration: Includes the total, maximum, minimum, average, or median duration of all calls associated with the given agent/group.

Direct Call Duration: Includes the total, maximum, minimum, average, or median call duration from calls that were answered before going to the Auto Attendant.

Do Not Disturb Duration: Includes the duration that the agent was in a state of Do Not Disturb.

Event Duration: Includes the total, maximum, minimum, average, or median duration of all events of the specified type associated with the given agent/duration.

Extension Login Duration: Includes the duration that the agent was logged into the phone system.

Group Login Duration: Provides the duration that the agent was logged into a particular group/queue.

Idle Duration: Includes the total, maximum, minimum, average, or median duration that the agent was idle.

Inbound Talking Duration: Includes the total, maximum, minimum, average, or median duration of all Inbound Talking for the specified agent(s)/group(s).

Outbound Talking Duration: Includes the total, maximum, minimum, average, or median duration of all Outbound Talking for the specified agent(s)/group(s).

Queue Duration: Includes the total, maximum, minimum, average, or median Queue Duration from calls directed to the specified group/queue.

Ready Duration: Includes the total, maximum, minimum, average, or median duration that the agent was ready for a particular group/queue.

Ringing Duration: Includes the total, maximum, minimum, average, or median ringing duration from calls presented to the specified agent.

Talking Duration: Includes the total, maximum, minimum, average, or median duration of all Talking events (Inbound, Outbound, and Internal) associated with the given agent.
User Ready Duration: Includes the total, maximum, minimum, average, or median duration for the time that the User was Ready.

Cisco Durations:

UCCX User Ready Duration: Includes the total, maximum, minimum, average, or median duration for the time that the UCCX User was Ready.