Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The time in seconds agents spent on calls that were handled within
the half-hour interval.
HandledCallsTimeToHalf
This field is applicable for both ICM, IPCC Enterprise and
Outbound Option.
NULLDBINT
Number of seconds where all calls to an agent are on hold during the
half-hour interval. HoldTime is counted only while the agent is doing
HoldTimeToHalf
no other call-related activity. HoldTime is included in the calculation
of LoggedOnTime.
NULLDBINT
Total number of seconds that inbound ACD calls calls that agents
associated with the skill group placed on hold that ended during the
IncomingCallsOnHoldTimeToHalf
half-hour interval. 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 inbound ACD calls that agents associated with
the skill group placed on hold at least once during the half-hour
IncomingCallsOnHoldToHalf
interval. 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 number of calls intercepted either by the supervisor or by the
agent.
InterceptCallsToHalf
This field is applicable for IPCC Enterprise only.
NULLDBINT
The total number of seconds internal calls agents associated with the
skill group ended in this half-hour ever put on hold. The value is
InternalCallsOnHoldTimeToHalf
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 internal calls that agents associated with the skill
group ended in this half-hour that were ever placed on hold. The value
InternalCallsOnHoldToHalf
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
Number of seconds spent on internal calls received by the agent during
the half-hour interval. The value is incremented when the
after-call-work time associated with the call has completed.
InternalCallsRcvdTimeToHalf
NULLDBINT
Number of internal calls associated with this skill group that were
received by an agent and that ended during this half-hour interval.
InternalCallsRcvdToHalf
The value is counted when the after-call work time associated with
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
379
Chapter 2: All Tables
Skill_Group_Half_Hour Table