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
The time spent by all calls for this call type that abandoned before being
answered since midnight.
CallDelayAbandTimeToday
To determine the time that abandoned calls spend in the script before
abandoning, subtract DelayQAbandTimeToday and
DelayAgentAbandTimeToday from CallDelayAbandTimeToday.
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 number of calls answered by an agent in the current half-hour
interval.
CallsAnsweredHalf
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.
NULLDBINT
The number of calls answered by an agent during the rolling five-minute
interval.
CallsAnsweredTo5
NULLDBINT
The number of calls answered by an agent since midnight.
CallsAnsweredToday
NULLDBINT
The number calls that IPCC agents are currently working on.
CallsAtAgentNow
An agent is considered to be working on a call/task until the agent finishes
the wrap-up work associated with the call/task, if any.
Note: This field is not applicable to ICM.
NULLDBINT
The number calls that are currently at the VRU. This includes calls that
are in prompting at the VRU (non-queued calls) and those in the queue.
CallsAtVRUNow
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
105
Chapter 2: All Tables
Call_Type_Real_Time Table