Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Number of callback messages processed by the skill group during the
half-hour interval.
CallbackMessagesToHalf
NULLDBINT
Number of calls answered by agents associated with this skill group
during the half-hour interval.
CallsAnsweredToHalf
This value is set by the PG.
The number of calls answered includes only handled calls and internal
calls received, which are tracked in the CallsHandledToHalf and
InternalCallsReceivedToHalf fields, respectively. The count for
CallsAnswered is counted at the time the call is answered, and the
database is updated every half hour.
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.
NULLDBINT
CallsHandledToHalf The number of inbound ACD calls answered
and wrap-up completed by agents associated with this skill group
during the half-hour interval.
CallsHandledToHalf
This field is applicable for ICM, IPCC Enterprise and Outbound
Option.
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.
NULLDBINT
The number of calls received by this skill group for the current
half-hour interval.
CallsOfferedToHalf
In IPCC Enterprise with an IPCC System PG, a call is counted as
offered as soon as it is sent to a skill group. .
In IPCC Enterprise without an IPCC System PG, a call is counted as
offered only when it is answered.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
376
Chapter 2: All Tables
Skill_Group_Half_Hour Table