Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
the service or route. The field is updated in the database when all
after-call work associated with the calls is completed.
NULLDBINT
Number of calls to the service abandoned while in queue or ringing
during the current half-hour interval.
CallsAbandQHalf
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
Number of calls to the service abandoned while in queue or ringing
during the rolling five-minute interval.
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
Number of calls to the service abandoned while in queue or ringing
since midnight.
CallsAbandQToday
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
Number of calls to the service answered by agents during the current
half-hour interval.
CallsAnsweredHalf
NULLDBINT
Number of calls to the service answered by agents during the rolling
five-minute interval.
CallsAnsweredTo5
NULLDBINT
Number of calls answered by service agents since midnight.
CallsAnsweredToday
NULLDBINT
Number of calls handled for this service during the current half-hour
interval.
CallsHandledHalf
A handled call is:
• An incoming ACD call that was answered by an agent, and then
completed.
• A call associated with Outbound Option that the agent answered, and
then completed.
• 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.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
352
Chapter 2: All Tables
Service_Real_Time Table