Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Number of AutoOut (predictive) calls made by agents for the service
that ended during the rolling five-minute interval. The value is updated
AutoOutCallsTo5
in the database when the after-call work time associated with the call
(if any) has completed.
Unsupported for Outbound Option.
NULLDBINT
Total number of AutoOut (predictive) calls made for this service that
ended since midnight. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
AutoOutCallsToday
Unsupported for Outbound Option.
NULLDBINT
Average delay time of abandoned calls in queue during the rolling
five-minute interval. This value is calculated as follows:
AvgDelayQAbandTo5
DelayQAbandTimeTo5 / CallsAbandQTo5.
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
Average delay for calls currently in queue for the service.
AvgDelayQNow
NULLDBINT
Average handle time in seconds for calls to the service during the rolling
five-minute interval. The value is calculated as follows:
AvgHandleTimeTo5
HandleTimeTo5 / CallsHandledTo5
HandleTime is tracked 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 has completed.
NULLDBINT
Average answer wait time for all calls offered to the service during the
rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5.
AvgSpeedAnswerTo5
NULLDBINT
Average talk time in seconds for calls to the service ending during the
rolling five-minute interval. The value is calculated as follows:
AvgTalkTimeTo5
TalkTimeTo5 / CallsHandledTo5
Talk time includes the time that calls were in a talking or hold state. It
is populated with the TalkTime and HoldTime associated with call to
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
351
Chapter 2: All Tables
Service_Real_Time Table