Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The average answer wait time that all calls offered to the service waited
before being answered. This value is calculated as follows:
AvgSpeedAnswerToHalf
AnswerWaitTimeToHalf / CallsAnsweredToHalf
Valid for IPCC Enterprise.
NULLDBINT
The average handled calls time in seconds for calls counted as handled
by the service during the half-hour interval. HandleTime is tracked
AvgTalkTimeToHalf
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 counted when the after-call
work time associated with the call is completed. The value is calculated
as follows:
HandleTimeToHalf / CallsHandledToHalf
Valid for IPCC Enterprise.
NULLDBINT
Number of calls that were blind transferred out by agents in this service
during the half-hour interval.
BlindTransfersOutToHalf
NULLDBINT
Number of calls abandoned in queue for the service during the
half-hour interval.
CallsAbandQToHalf
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
Note: Note: When ICM is connected with IPCC through an IPCC
Gateway PG, this value is incremented by any condition on the child
that causes the call to terminate while in the queue.
NULLDBINT
The number of calls handled for the service during the half-hour
interval.
CallsAnsweredToHalf
For multi-media, the number of tasks associated with this service that
were ended in this half-hour interval.
Valid for IPCC Enterprise.
NULLDBINT
The number of tasks that became associated with this service in this
half-hour interval. This is incremented when the Agent PG receives
CallsHandledToHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
337
Chapter 2: All Tables
Service_Half_Hour Table