Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
- RingTime
- NetworkQTime
Note: With the existence of a network VRU, in an ICM Enterprise
deployment with an IPCC System PG, this value will not include time
spent in the network VRU.
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
The total number of seconds that AutoOut (predictive) calls were
placed on hold by agents associated with this skill group during the
AutoOutCallsOnHoldTimeToHalf
half-hour interval. The value is counted when the after-call work
associated with the call (if any) has completed, and the database is
updated every half hour.
NULLDBINT
The total number of ended AutoOut (predictive) calls that agents
associated with this skill group have placed on hold at least once. The
AutoOutCallsOnHoldToHalf
value is counted when the after-call work time associated with the
call (if any) has completed, and the database is updated every half
hour.
NULLDBINT
Total talk time, in seconds, for AutoOut (predictive) calls handled by
agents associated with this skill group that ended during the half-hour
AutoOutCallsTalkTimeToHalf
interval. This value includes the time spent from the call being initiated
to the time the agent begins after-call work for the call. It includes
the HoldTime associated with the call. AutoOutCallsTalkTime is
counted when the after-call work time associated with the call (if any)
has completed, and the database is updated every half hour.
NULLDBINT
The total handle time, in seconds, for AutoOut (predictive) calls
handled by agents associated with this skill group that ended during
AutoOutCallsTimeToHalf
the half-hour interval. Handle time includes WorkTime, TalkTime,
and HoldTime. The AutoOutCallsTime value includes the time spent
from the call being initiated 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) has completed, and the database
is updated every half hour.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
374
Chapter 2: All Tables
Skill_Group_Half_Hour Table