Technical References

The ICM software automatically generates a Service_Real_Time record for each service.
Related table
Service (page 325) (via SkillTargetID)
Table 193: Indexes for Service_Real_Time Table
index_keysindex_descriptionindex_name
SkillTargetIDclustered, unique, primary key
located on PRIMARY
XPKService_Real_Time
Fields in Service_Real_Time Table:
Keys and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Number of service agents currently in the talking state.
AgentsTalking
NULLDBINT
Sum of answer wait time in seconds for all incoming calls to the service
during the current half-hour interval.
AnswerWaitTimeHalf
NULLDBINT
Sum of answer wait time in seconds for all incoming calls to the service
during the rolling five-minute interval.
AnswerWaitTimeTo5
NULLDBINT
Sum of answer wait time in seconds for all incoming calls to the service
since midnight.
AnswerWaitTimeToday
NULLDBINT
Number of AutoOut (predictive) calls made by agents for this service
that ended during the current half-hour interval. The value is updated
AutoOutCallsHalf
in the database when the after-call work time associated with the call
(if any) has completed.
Unsupported for Outbound Option.
NULLDBINT
Number of agents currently talking on AutoOut (predictive) calls for
the service.
AutoOutCallsNow
Unsupported for Outbound Option.
NULLDBINT
Number of ended AutoOut (predictive) calls that agents in the service
have placed on hold at least once during the current half-hour interval.
AutoOutCallsOnHoldHalf
The value is updated in the database when the after-call work time
associated with the call (if any) has completed.
Unsupported for Outbound Option.
NULLDBINT
Number of seconds that AutoOut (predictive) calls were placed on hold
by agents in the skill group during the current half-hour interval. This
AutoOutCallsOnHoldTimeHalf
data element is based on HoldTime. The value is updated in the database
when the after-call work associated with the call (if any) has completed.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
348
Chapter 2: All Tables
Service_Real_Time Table