Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
The AvgHandledCallsTime value is updated in the database when
any after-call work time associated with the call is completed.
NULLDBINT
Number of agents in the BusyOther state at the end of the five-minute
interval.
BusyOther
NULLDBINT
Number of seconds agents spent in the BusyOther state during the
five-minute window. BusyOtherTime is included in the calculation
of LoggedOnTime.
BusyOtherTimeTo5
NULLDBINT
Number of calls answered by agents in the skill group during the
five-minute window. The count for CallsAnswered is updated at the
time the call is answered.
CallsAnsweredTo5
NULLDBINT
Calls that by been answered and have completed wrap-up by the
skill group during the five-minute window.
CallsHandledTo5
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.
PK NOT
NULL
DBSMALLDATE
Central Controller date and time at the start of the five-minute
interval.
DateTime
NULLDBINT
Number of agents in the skill group logged on at the end of the
five-minute interval.
LoggedOn
NULLDBINT
Time in seconds that the longest available agent for the skill group
has been available.
LongestAvailAgent
NULLDBINT
Number of agents in the skill group in the Not Ready state at the
end of the five-minute interval.
NotReady
NULLDBINT
The total time in seconds that agents in the skill group were in the
Not Ready state for any skill group during the five-minute window.
NotReadyTime is included in the calculation of LoggedOnTime.
NotReadyTimeTo5
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
369
Chapter 2: All Tables
Skill_Group_Five_Minute Table