Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
This includes HoldTime associated with the call. The value is counted
when the after-call-work time associated with the call (if any) is
completed, and the database is updated every half hour.
NULLDBINT
The total handle time, in seconds, for outbound ACD calls handled
by the skill group that ended during the half-hour interval. Handle
AgentOutCallsTimeToHalf
time includes WorkTime, TalkTime, and HoldTime. The
AgentOutCallsTime value includes the time spent from the call being
initiated by the agent to the time the agent completes after-call work
time for the call. The value is counted when the after-call work time
associated with the call (if any) is completed, and the database is
updated every half hour.
NULLDBINT
The total number of outbound ACD calls made by agents in the skill
group that ended during a half-hour interval. The value is counted
AgentOutCallsToHalf
when any after-call work time associated with the call is completed,
and the database is updated every half hour.
NULLDBINT
Not currently used.
AgentTerminatedCallsToHalf
NULLDBINT
The sum of the answer wait times of all tasks agents associated with
the skill group answered during this half-hour interval. It is counted
AnswerWaitTimeToHalf
at the time the call is answered, and the database is updated every
half hour.
It is the current half-hour interval total of:
• In ICM, the time in seconds from when the call first arrives at the
ACD to when the agent answers the call.
AnswerWaitTime is based on the following:
- DelayTime
- LocalQTime
- RingTime
• In IPCC Enterprise, the number of seconds calls spent between
first being queued to the skillgroup through Select (LAA) or Queue
to Skillgroup nodes to when they were answered by an agent.
AnswerWaitTime is based on the following:
- DelayTime
- LocalQTime
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
373
Chapter 2: All Tables
Skill_Group_Half_Hour Table