Technical References

Keys and
Null Option:
Data Type:Description:Field Name:
• A non-voice task that the agent started working on then
completed.
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
Number of calls handled to completion by the service since
midnight.
CallsHandledToday
NULLDBINT
Number of incoming calls to this service since midnight. Incoming
calls include only Inbound ACD calls arriving on trunks (that is,
calls that are not internally generated).
CallsIncomingToday
NULLDBINT
Number of inbound and outbound calls that had previously been
offered (for example, calls being played an announcement, queued
CallsInProgress
calls, or connected calls) and are currently being handled for the
service.
NULLDBINT
Number of calls to the service that were removed from queue during
the five-minute interval (used to calculate expected delay).
CallsLeftQTo5
NULLDBINT
Number of calls offered to the service during the five-minute
interval.
CallsOfferedTo5
NULLDBINT
Number of incoming calls plus internal calls offered to this service
since midnight.
CallsOfferedToday
NULLDBINT
Calls in queue for the service at the peripheral at the end of the
five-minute interval. A call that queues multiple times will be
counted as queued once for the service.
CallsQNow
NULLDBINT
Number of calls the ICM software routed to this service since
midnight.
CallsRoutedToday
PK NOT NULLDBSMALLDATE
Date and time at the start of the five-minute interval.
DateTime
NULLDBFLT4
Predicted delay for any new call added to the service queue at the
end of the five-minute interval. This is valid only if no agents are
available.
ExpectedDelay
NULLDBINT
Number of seconds the longest available agent for the service had
been available as of the end of the five-minute interval. If no agent
was available, the value is 0.
LongestAvailAgent
NULLDBINT
Length of time that longest call in the queue for the service had
been there at the end of the five-minute interval.
LongestCallQ
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
332
Chapter 2: All Tables
Service_Five_Minute Table