Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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.
NULLDBFLT4
The service level for this call type during the rolling five-minute interval.
This is derived from ServiceLevelCallsTo5 and
ServiceLevelCallsHandledTo5.
ServiceLevelTo5
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.
NULLDBFLT4
The service level for this call type since midnight. This is derived from
ServiceLevelCallsToday and ServiceLevelCallsOfferedToday.
ServiceLevelToday
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
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
123
Chapter 2: All Tables
Call_Type_Real_Time Table