Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
This value is incremented by:
• CallType short calls, which are counted as abandoned for Skill
Groups. (There is no short call count in the Skill_Group_Real_Time
table.)
• Calls that are cancelled bis Cancel Queue node and re-queued to
the same Skill Group
• Calls that are routed to a Skill Group, re-queried, and re-queued to
the same Skill Group
This fields does not include local ACD calls, not routed by ICM. Such
calls are counted in the CallsOffered field of Skill_Group tables.
Note: RouterCallsOffered = RouterCallsAbandToAgent +
CallsHandled + RouterCallsDequeued + RedirectNoAns+
RouterError+ RouterCallsAbandQ.
This field is applicable to IPCC environments and to ICM
environments where calls are translation-routed to Skill Groups.
NULLDBINT
The number of calls that resulted in an error condition in the half hour
interval.
RouterErrorToHalf
This field is applicable to IPCC environments and to ICM
environments where calls are translation-routed to Skill Groups.
NULLDBINT
The number of calls that abandoned within the skill group
ServiceLevel threshold in the half-hour interval.
ServiceLevelCallsAbandToHalf
Calls may abandon while in the Skill Group queue, or they may
abandon after they have been routed to a Skill Group.
Calls that abandon after they are routed to a Skill Group are identified
by TCD records with abandoned call disposition.
If the call is queued and abandons before it is routed to any Skill
Groups (within the ServiceLevel threshold), the Router will increment
this value for ALL the Skill Groups this call was queued for.
If the call abandons after it was routed to a Skill Group, that Skill
Group will have ServiceLevelCallsAband incremented. Other Skill
Groups will have ServiceLevelCallsDequeued incremented.
Dequeuing the call via Cancel Node has no impact on
ServiceLevelCallsAband.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
385
Chapter 2: All Tables
Skill_Group_Half_Hour Table