Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The total number of calls of this call type abandoned within the service
level threshold during the half-hour interval.
ServiceLevelAbandHalf
Valid for bothIPCC Enterprise and standard ACDtargets that use
translation routes.
Note: With the existence of a network VRU, for IPCC and for ICM
systems in which calls are translation-routed, the measurement of
Service Level begins when the call arrives at the routing script, or
when its call type is changed. This means that if self-service is
performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when
self-service is completed. Otherwise, the time spent in self-service
will negatively impact the Service Level.
Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent)
connected with an IPCC Enterprise with an IPCC System PG (child)
or IPCC Express (child) through IPCC Gateway PG, network queuing
data is not available in the child or in the child agent/supervisor
desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would
normally only look at the IPCC child reports will need to also look
at the parent ICM reports for network queuing data.
NULLDBINT
The total number of calls of this call type answered within the ICM
service level threshold during the half-hour interval.
ServiceLevelCallsHalf
This field is incremented when the PG sends the answered event to
the router within the service level threshold.
Valid for bothIPCC Enterprise and standard ACDtargets that use
translation routes.
Note: With the existence of a network VRU, for IPCC and for ICM
systems in which calls are translation-routed, the measurement of
Service Level begins when the call arrives at the routing script, or
when its call type is changed. This means that if self-service is
performed on a call before the call is queued to an agent, the routing
script must be set up to change the call type of the call when
self-service is completed. Otherwise, the time spent in self-service
will negatively impact the Service Level.
Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent)
connected with an IPCC Enterprise with an IPCC System PG (child)
or IPCC Express (child) through IPCC Gateway PG, network queuing
data is not available in the child or in the child agent/supervisor
desktop. The time spent in the network queue is not included in the
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
95
Chapter 2: All Tables
Call_Type_Half_Hour Table