Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBFLT4
Percentage of Ready time that agents associated with this skill group
spent talking or doing call work during the half-hour interval. This is
PercentUtilizationToHalf
the percentage of time these agents spent working on calls versus the
time agents were ready.
NULLDBINT
The total number of seconds outbound Preview calls were placed on
hold by agents associated with this skill group during the half-hour
PreviewCallsOnHoldTimeToHalf
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 outbound Preview calls that agents
associated with this skill group have placed on hold at least once
PreviewCallsOnHoldToHalf
during the half-hour 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 talk time, in seconds, for outbound Preview calls handled by
agents associated with this skill group that ended during the half-hour
PreviewCallsTalkTimeToHalf
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 therefore
includes the HoldTime associated with the call. PreviewCallsTalkTime
is counted when the after-call work time associated with the call (if
any) has completed. This field is applicable for both ICM and IPCC
Enterprise, and the database is updated every half hour.
NULLDBINT
Total handle time, in seconds, for outbound Preview calls handled by
agents associated with this skill group that ended during the half-hour
PreviewCallsTimeToHalf
interval. Handle time includes WorkTime, TalkTime, and HoldTime.
The PreviewCallsTime 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.
NULLDBINT
Total number of outbound Preview calls made by agents associated
with this skill group that ended during the half-hour interval. The
PreviewCallsToHalf
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.
NOT
NULL
DBINT
Currently not used, set to zero (0).
RecoveryDay
AK-1
NOT
NULL
DBFLT8
A unique ID assigned to each record and used internally by the
ICM/IPCC Enterprise software to track the record.
RecoveryKey
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
382
Chapter 2: All Tables
Skill_Group_Half_Hour Table