Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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 redirected on no answer within SL threshold within the current
half-hour interval.
ServiceLevelRONAHalf
NULLDBINT
Calls that redirected on no answer within SL threshold within the rolling
five-minute interval.
ServiceLevelRONATo5
NULLDBINT
Calls that redirected on no answer within SL threshold sicne midnight.
ServiceLevelRONAToday
NULLDBINT
The total talk time in seconds for calls of this call type ending during
the current half-hour interval.
TalkTimeHalf
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 total talk time in seconds for calls of this call type ending during
the rolling five-minute interval.
TalkTimeTo5
NULLDBINT
A total of talk time in seconds for calls of this call type ending since
midnight.
TalkTimeToday
NULLDBINT
The total number of queued calls, non-queued calls, and calls that
abandoned at the agent desktop in the current half-hour interval.
TotalCallsAbandHalf
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 queued calls, non-queued calls, and calls that
abandoned at the agent desktop in the rolling five-minute interval.
TotalCallsAbandTo5
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)
124
Chapter 2: All Tables
Call_Type_Real_Time Table