Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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
In the half-hour interval, the number of calls abandoned after they
have been routed to the agent desktop and before they have been
answered (for example, Abandon Ringing)..
RouterCallsAbandToAgentToHalf
This field is applicable for IPCC systems and for systems where
calls are translation-routed to Skill Groups.
Note: 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
Number of calls queued to the group by the ICM CallRouter during
the half-hour interval. This field is set by the CallRouter.
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 calls that were de-queued from this skill group to be
routed to another skill group in the half-hour interval.
RouterCallsDequeuedToHalf
This field is also incremented when a call is de-queued via Cancel
Queue node.
This field is applicable to IPCC environments and to ICM
environments where calls are translation-routed to Skill Groups.
NULLDBINT
The number of calls routed or queued for the Skill Group in the
half-hour interval. This value is set by the Call Router.
RouterCallsOfferedToHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
384
Chapter 2: All Tables
Skill_Group_Half_Hour Table