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 total time spent by calls of this call type that abandoned calls since
midnight.
CTDelayAbandTimeToday
This time begins when the call reaches the Router or when the call
changes CallTypes and ends when the call disconnects.
This time is reset if the CallType changes.
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.
NOT
NULL
DBDATETIME
The Central Controller date and time at the start of the interval when the
row was generated.
DateTime
NULLDBINT
For the current half-hour interval, the total time spent by all calls for this
call type that abandoned at the agent's desktop before being answered.
DelayAgentAbandTimeHalf
This time is not reset if the CallType changes.
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
For the rolling five-minute interval, the total time spent by all calls for
this call type that abandoned at the agent's desktop before being answered.
DelayAgentAbandTimeTo5
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
109
Chapter 2: All Tables
Call_Type_Real_Time Table