Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
Note: This field is relevant to the IPCC environment only.
Note: With the existence of a network VRU, this value includes time
in the network queue.
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
The number of queued calls de-queued from a skill group within the
skill ServiceLevel threshold in the half-hour interval.
ServiceLevelCallsDequeueToHalf
Calls may be de-queued via Cancel Queue node or de-queued from
this Skill Group to be routed to a different Skill Group.
Note: This field is relevant to the IPCC environment only.
Note: With the existence of a network VRU, this value includes time
in the network queue.
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
The number of calls routed to a skill group or queued for a skill group
in the half hour interval.
ServiceLevelCallsOfferedToHalf
Includes these categories of calls
• Calls that are answered within the ServiceLevel threshold
• Calls that are abandoned within the ServiceLevel threshold
• Calls that are redirected within the ServiceLevel threshold (this is
consistent with Call Type ServiceLevel)
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
386
Chapter 2: All Tables
Skill_Group_Half_Hour Table