Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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 of this call type that had service level events since
midnight.
ServiceLevelCallsOfferedToday
Calls are counted for service level purposes as soon as it is determined
how the call contributes to the service level calculation. This
determination is made when either the service level timer passes, the
call is answered, or the caller abandons - whichever occurs first.
Note: With the existence of a network VRU, for IPCC and for ICM
systems in which calls are translation-routed, 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.
NULLDBINT
The number of calls of this call type that had been in queue longer than
the service level threshold since midnight.
ServiceLevelCallsQHeld
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 number of calls of the call type handled within the service level
during the rolling five-minute interval.
ServiceLevelCallsTo5
Note: With the existence of a network VRU, for IPCC and for ICM
systems in which calls are translation-routed, 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.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
121
Chapter 2: All Tables
Call_Type_Real_Time Table