Technical References

Keys

and

Null

Option:

Data Type:Description:Field Name:

NULLDBINT

The sum of answer wait time in seconds for all calls of this call type that

were answered during the current half-hour interval.

AnswerWaitTimeHalf

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 Answer

Wait Time for a call begins when the call is queued, whereas 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 sum of answer wait time in seconds for all calls answered for this

call type during the rolling ﬁve-minute interval.

AnswerWaitTimeTo5