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 number of calls of the call type handled within the service level
since midnight.
ServiceLevelCallsToday
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.
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
Calls that ended in Error state within SL threshold within the current
half-hour interval.
ServiceLevelErrorHalf
NULLDBINT
Calls that ended in Error state within SL threshold since midnight.
ServiceLevelErrorToday
NULLDBFLT4
The service level for this call type during the current half-hour interval.
ServiceLevelHalf
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.
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
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
122
Chapter 2: All Tables
Call_Type_Real_Time Table