Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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 redirected on no answer within the Service Level
threshold during the half-hour interval.
ServiceLevelRONAToHalf
These calls are part of the ServiceLevelCallsOffered.
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.
NULLDBFLT4
Service Level for the skill group during the half-hour interval.
ServiceLevelToHalf
This value is computed based on the ServiceLevelCalls,
ServiceLevelCallsoffered, ServiceLevelCallsAband and
CallsDequeued.
There are three types of service level calculations, and they are
determined by the Service Level type chosen in configuration.
• Ignore Abandoned Calls
ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered –
ServiceLevelCallsAband - RouterCallsDequeued)
• Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered -
RouterCallsDequeued)
• Abandoned Calls have Positive Impact
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
388
Chapter 2: All Tables
Skill_Group_Half_Hour Table