Technical References

Fields in Service_Five_Minute Table:
Keys and
Null Option:
Data Type:Description:Field Name:
NULLDBINT
Number of service agents in the talking state at the end of the
five-minute interval.
AgentsTalking
NULLDBINT
Average delay time of abandoned calls in queue for the service
during the five-minute interval.
AvgDelayQAbandTo5
NULLDBINT
Average delay for calls currently queued for the service at the end
of the five-minute interval.
AvgDelayQNow
NULLDBINT
The average handled calls time in seconds for calls to the service
that ended during the five-minute interval. HandleTime is tracked
AvgHandleTimeTo5
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. The AvgHandleTime value is updated in
the database when the after-call work time associated with the call
is completed.
NULLDBINT
Average answer wait time for all incoming calls to the service
during the five-minute interval.
AvgSpeedAnswerTo5
NULLDBINT
The average talk time in seconds for calls to the service during the
five-minute interval. Talk time includes the time that calls were in
AvgTalkTimeTo5
a talking or hold state. It is populated with the TalkTime and
HoldTime associated with call to the service or route. The field is
updated in the database when all after-call work associated with
the calls is completed.
NULLDBINT
Number of calls to this service abandoned since midnight.
CallsAbandQToday
NULLDBINT
Number of calls to the service answered by agents during the
five-minute interval.
CallsAnsweredTo5
NULLDBINT
Number of calls to the service answered by agents since midnight.
CallsAnsweredToday
NULLDBINT
Number of calls handled for the service ending during the
five-minute interval. A handled call is:
CallsHandledTo5
• 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.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
331
Chapter 2: All Tables
Service_Five_Minute Table