Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
A handled call/task is completed when the agent associated with the
call/task finishes the wrap-up work associated with the call/task.
NULLDBINT
Total of incoming calls on this route during the half-hour interval.
Incoming calls include only Inbound ACD calls arriving on trunks
(that is, calls that are not internally generated).
CallsIncomingToHalf
NULLDBINT
Total of incoming calls plus internal calls offered on this route during
the half-hour interval.
CallsOfferedToHalf
NULLDBINT
Number of calls to the route in queue during the half-hour interval.
A call that queues multiple times is counted as queued once for the
route.
CallsQToHalf
NULLDBINT
Total calls the ICM software sent to this route during the half-hour
interval.
CallsRoutedToHalf
PK NOT
NULL
DBSMALLDATE
The date and time at the start of the half-hour interval.
DateTime
IE-1 NULLDBDATETIME
The current date and time stamp when the records are written to the
HDS database. The logger database has NULL for this column.
DbDateTime
NULLDBINT
The total number of seconds that calls to the route that were
abandoned in queue waited during the interval. These are calls that
DelayQAbandTimeToHalf
existed in the queue but were abandoned before being handled by
an agent or trunk device.
NULLDBINT
Sum of delay time of all calls in queue for the route during the
half-hour interval. This field is populated with the LocalQTime from
the Termination_Call_Detail record.
DelayQTimeToHalf
NULLDBINT
The number of calls to the route that were determined to be closed
following an interruption in data during the half-hour interval.
ForcedClosedCallsToHalf
ForcedClosedCalls are calls that terminated because of errors tracking
the call’s state transition. Calls may become forced closed if there
is lack of events from the ACD’ s CTI interfaces (for example, a lack
of a Disconnect event, or failure on the switch’s CTI connection).
NULLDBINT
The total time in seconds that calls were handled for the route during
the half-hour interval. Handle time is tracked only for inbound ACD
HandleTimeToHalf
calls that are counted as handled for the route. 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
HoldTime, TalkTime, and WorkTime associated with the call. The
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
290
Chapter 2: All Tables
Route_Half_Hour Table