Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The total number of AutoOut (predictive) calls made by agents
associated with this skill group that ended during the half-hour
AutoOutCallsToHalf
interval. 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.
NULLDBINT
Total time in seconds agents associated with this skill group were in
the Not_Active state with respect to this skill group during the
AvailTimeToHalf
half-hour interval. AvailTime is included in the calculation of
LoggedOnTime.
NULLDBINT
Average talk time in seconds for inbound calls associated with the
skill group that were handled during the half-hour interval. This value
is calculated as follows:
AvgHandledCallsTalkTimeToHalf
HandledCallsTalkTimeToHalf / CallHandledToHalf
AvgHandledCallsTalkTime is calculated only for handled calls, which
are calls that are finished (that is, any after-call work associated with
the call has been completed). This field is counted when any after-call
work associated with the call is completed, and the database is updated
every half hour.
NULLDBINT
Average handle time in seconds for inbound calls associated with the
skill group that were handled during the half-hour interval. This value
is calculated as follows:
AvgHandledCallsTimeToHalf
HandledCallsTimeToHalf / CallsHandledToHalf
The AvgHandledCallsTime value is counted when any after-call work
time associated with the call is completed, and the database is updated
every half hour.
NULLDBINT
The number of calls associated with this skill group barged in on
either by the supervisor or by the agent.
BargeInCallsToHalf
This field is applicable for IPCC Enterprise only.
NULLDBINT
Number of seconds agents have spent in the BusyOther state with
respect to this skill group during the half-hour interval.
BusyOtherTime is included in the calculation of LoggedOnTime.
BusyOtherTimeToHalf
NULLDBINT
Number of seconds the skill group spent processing callback messages
during the half-hour interval.
CallbackMessagesTimeToHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
375
Chapter 2: All Tables
Skill_Group_Half_Hour Table