Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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
Calls that ended in Error state within SL threshold within the half-hour
interval.
ServiceLevelErrorToHalf
NULLDBFLT4
The ICM service level for the call type during the half-hour interval.
ServiceLevelHalf
Service Level Type is configured in the ICM Configuration Manager
using the Call Type list tool and the System Information tool.
ServiceLevel is calculated as follows depending on the service level
type:
• Ignore Abandoned Calls: ServiceLevelCalls/(
ServiceLevelCallsOffered - ServiceLevelAband)
• Abandoned Calls have Negative Impact:
ServiceLevelCalls/ServiceLevelCallsOffered
• Abandoned Calls have Positive Impact: (ServiceLevelCalls +
ServiceLevelAband)/ServiceLevelCallsOffered
This field is applicable to both ICM and IPCC Enterprise with the
following exception: the field is not incremented if the call is answered
by an agent on a standard ACD unless the call was translation routed.
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.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
97
Chapter 2: All Tables
Call_Type_Half_Hour Table