Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Average number of seconds spent in the CallRouter queue for calls of
this type that were removed from the queue during the rolling five-
minute interval.
AvgRouterDelayQTo5
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 were removed from the queue since midnight.
AvgRouterDelayQToday
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 time spent by all calls for this call type that abandoned before being
answered during the current half-hour interval.
CallDelayAbandTimeHalf
To determine the time that abandoned calls spend in the script before
abandoning, subtract DelayQAbandTimeHalf and
DelayAgentAbandTimeHalf from CallDelayAbandTimeHalf.
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 time spent by all calls for this call type that abandoned before being
answered within the rolling 5 minutes
CallDelayAbandTimeTo5
To determine the time that abandoned calls spend in the script before
abandoning, subtract DelayQAbandTimeTo5 and
DelayAgentAbandTimeTo5 from CallDelayAbandTimeTo5.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
104
Chapter 2: All Tables
Call_Type_Real_Time Table