Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The average handled calls time in seconds for calls counted as
handled for the route during the half-hour interval. HandleTime is
AvgHandleTimeToHalf
tracked only for inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the call being
answered by the agent to the time the agent completed after-call
work time for the call. This includes any TalkTime, HoldTime, and
WorkTime associated with the call. This value is calculated as
follows: HandleTimeToHalf / CallsHandledToHalf The
AvgHandleTime value is counted when the after-call work time
associated with the call is completed, and the database is updated
every half hour.
NULLDBINT
Average answer wait time for all incoming calls to the route in the
half-hour interval. This value is calculated as follows:
AnswerWaitTimeToHalf / CallsAnsweredToHalf
AvgSpeedAnswerToHalf
NULLDBINT
The average talk time in seconds for calls to the route. Talk time
includes the time that calls were in a talking or hold state. It is
AvgTalkTimeToHalf
populated with the TalkTime and HoldTime associated with call to
the route (from Termination_Call_Detail). This value is calculated
as follows: TalkTimeToHalf / CallsHandledToHalf The field is
counted when all after-call work associated with the call is
completed, and the database is updated every half hour.
NULLDBINT
The number of calls that were blind transferred out for this route
during the half-hour interval.
BlindTransfersOutToHalf
NULLDBINT
Number of calls abandoned in queue on this route during the
half-hour interval.
CallsAbandQToHalf
NULLDBINT
The total number of calls answered by agents, IVRs, or voice-mail
ports for the route during the half-hour interval.
CallsAnsweredToHalf
NULLDBINT
Total number of calls handled on this route during the half-hour
interval. CallsHandled includes all calls handled by any answering
CallsHandledToHalf
resource for the route (for example, an IVR, agent, or voice mail
port).
A handled call is:
• An incoming ACD call that was answered by an agent, and then
completed.
• A call associated with Outbound Option that the agent answered,
and then completed.
• A non-voice task that the agent started working on then completed.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
289
Chapter 2: All Tables
Route_Half_Hour Table