Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
Note: Note: For consistent values, in IPCC Enterprise regardless of
whether or not there is an IPCC System PG, use
RouterCallsOfferedToHalf.
NULLDBINT
The number of calls queued to this skill group by the ACD in the
current half-hour interval.
CallsQueuedToHalf
In IPCC Enterprise with an IPCC System PG, this field is applicable
and is updated when a call is queued to the skill group.
Note: Note: Not applicable for IPCC Enterprise without an IPCC
System PG and is not updated.
For consistent values, in IPCC Enterprise regardless of whether or
not there is an IPCC System PG, use RouterQueueCallsToHalf.
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 number of seconds agents associated with this skill group were
involved in incoming conference calls. Conferenced in calls include
ConferencedInCallsTimeToHalf
both ACD and non-ACD. The value is counted when the agent drops
off the call or the call becomes a simple two-party call, and the
database is updated every half hour.
For blind conferences in IPCC Enterprise, the value is counted when
an agent blind conferences the call to an IVR, and the database is
updated every half hour.
For blind conferences in IPCC Enterprise with an IPCC System PG,
the value is not updated in the database until the call that was blind
conferenced to an IVR is subsequently answered by another agent.
Note: Note: For blind conferences in IPCC Enterprise with an IPCC
System PG, this field is updated when the call that was blind
conferenced to an IVR is subsequently answered by another agent.
For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
NULLDBINT
The number of incoming calls skill group agents were conferenced
into. Incoming calls include ACD and non-ACD calls. The value is
ConferencedInCallsToHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
377
Chapter 2: All Tables
Skill_Group_Half_Hour Table