Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
Not valid for IPCC Enterprise.
NULLDBINT
The total time in seconds that calls were handled for the service during
the half-hour interval. HandleTime is tracked only for for inbound
HandleTimeToHalf
ACD calls that are counted as handled for he 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 HoldTime, TalkTime, and WorkTime associated with the call
(from the Termination_Call_Detail table). The HandleTime value is
counted when the after-call work time associated with the call (if any)
is completed, and the database is updated every half hour.
For multi-media, this is TalkTimeToHalf + HoldTimeToHalf +
HandledWorkReadyTimeToHalf.
Valid for IPCC Enterprise.
NULLDBINT
The total time in seconds for calls to the service that ended during the
half-hour interval.
HoldTimeToHalf
For multi-media, the number of seconds that agents spent in the
PAUSED state for tasks associated with this service that ended in this
half-hour interval.
Valid for IPCC Enterprise.
NULLDBINT
Longest time in seconds a call was in queue for the service before
being abandoned during the half-hour interval.
LongestCallAbandTime
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
Longest time in seconds a call was in queue for the service before
being answered during the half-hour interval.
LongestCallDelayQTime
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
NULLDBINT
Valid for multi-media only.
NumMissingTasks
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
340
Chapter 2: All Tables
Service_Half_Hour Table