Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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 redirected on no answer within SL threshold within the
half-hour interval.
ServiceLevelRONAToHalf
NULLDBINT
Service Level Type used to calculate Service level for the half-hour
interval.
ServiceLevelType
NULLDBINT
The total number of calls to the route that were too short to be
considered abandoned during the half-hour interval. A call is
ShortCallsHalf
determined to be a short call if it is abandoned before the Abandoned
Call Wait Time expired. Short calls are not considered abandoned,
nor are they accounted for in any of the ICM abandoned calls
calculations.
This field is applicable to ICM, IPCC Enterprise, and Outbound
Option.
NULLDBINT
The total talk time in seconds for calls of this call type that were
handled during the half-hour interval.
TalkTimeHalf
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.
PK NOT
NULL
DBINT
The time zone for the date and time. The value is the offset in minutes
from UTC (formerly called GMT).
TimeZone
NULLDBINT
The total number of calls abandoned while in VRU (that is, while
undergoing prompting or listening to voice menus options), calls
TotalCallsAbandToHalf
abandoned while queued to skill group, and calls abandoned at agent
desktop
This field also includes abandons for calls that are not in the queue;
for example, when the caller hangs up while listening to a VRU
prompt. Therefore, the number of calls abandoned at a VRU before
being queued is TotalCallsAband minus RouterCallsAbandToAgent
and RouterCallsAbandQ.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
98
Chapter 2: All Tables
Call_Type_Half_Hour Table