Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The total number of ACD calls to the skill group that abandoned while
being held at an agent’s position. The value is counted at the time the
call disconnects, and the database is updated every half hour.
AbandonHoldCallsToHalf
NULLDBINT
Total number of ACD calls to the skill group that were abandoned
while ringing at an agent's position. The value is counted at the time
the call disconnects, and the database is updated every half hour.
AbandonRingCallsToHalf
Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent)
connected with an IPCC Enterprise with an IPCC System PG (child)
or IPCC Express (child) through IPCC Gateway PG, network queuing
data is not available in the child or in the child agent/supervisor
desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would
normally only look at the IPCC child reports will need to also look
at the parent ICM reports for network queuing data.
NULLDBINT
Total ring time associated with ACD calls to the skill group that were
abandoned while alerting an agent's position. RingTime occurs after
AbandonRingTimeToHalf
any DelayTime and LocalQTime. The value is counted at the time
the call disconnects, and the database is updated every half hour.
Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent)
connected with an IPCC Enterprise with an IPCC System PG (child)
or IPCC Express (child) through IPCC Gateway PG, network queuing
data is not available in the child or in the child agent/supervisor
desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would
normally only look at the IPCC child reports will need to also look
at the parent ICM reports for network queuing data.
NULLDBINT
Total number of seconds outbound ACD calls were placed on hold
by agents associated with this skill group. This value updated in the
AgentOutCallsOnHoldTimeToHalf
database when after-call work associated with the call (if any) is
completed.
NULLDBINT
The total number of outbound ACD calls an agent associated with
this skill group that ended during the current half-hour interval that
AgentOutCallsOnHoldToHalf
were placed on hold at least once during the life of the call. The value
is counted when the after-call work associated with the call (if any)
is completed, and the database is updated every half hour.
NULLDBINT
Total talk time, in seconds, outbound ACD calls handled by agents
associated with this skill group that ended during the half-hour
AgentOutCallsTalkTimeToHalf
interval. The value includes the time spent from the call being initiated
by the agent to the time the agent begins after call work for the call.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
372
Chapter 2: All Tables
Skill_Group_Half_Hour Table