Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
• Calls that are not complete after the ServiceLevel threshold has
passed (that is, calls queued longer than the Service Level threshold).
Note: Calls that end in error state within SL threshold are not counted
as ServiceLevelCallsOffered.
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
Calls may abandon while in the Skill Group queue, or they may
abandon after they have been routed to a Skill Group.
ServiceLevelCallsToHalf
Calls that abandon after they are routed to a Skill Group are identified
by TCD records with abandoned call disposition flag.
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.
Note: This field is relevant to the IPCC environment only.
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 calls that ended in Error state within the skill group Service Level
threshold during the half-hour interval
ServiceLevelErrorToHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
387
Chapter 2: All Tables
Skill_Group_Half_Hour Table