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
answered since midnight.
AnswerWaitTimeToday
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
Average number of seconds spent in the CallRouter queue for calls of
this type that have been removed from the queue so far during the current
half-hour interval.
AvgRouterDelayQHalf
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
Average number of seconds spent in the CallRouter queue for calls of
this type that are currently in queue.
AvgRouterDelayQNow
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.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
103
Chapter 2: All Tables
Call_Type_Real_Time Table