Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) /
(ServiceLevelCallsoffered - RouterCallsDequeued)
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 number of calls answered by agents associated with this skill
group where the duration of the calls falls short of the
ShortCallsToHalf
AnsweredShortCalls threshold. You might choose to factor these calls
out of handle time statistics. Short calls are considered handled, not
abandoned.
PK, FK
NOT
NULL
DBINT
The SkillTargetID of the skill group. Together with the
SkillGroupSkillTargetID, identifies the skill group member.
SkillTargetID
NULLDBINT
Number of seconds agents associated with this skill group spent on
supervisor-assisted calls during the half-hour interval. The value is
SupervAssistCallsTimeToHalf
counted when the supervisor-assisted call completes, and the database
is updated every half hour.
This field is applicable for IPCC Enterprise.
NULLDBINT
Number of calls for which agents received supervisor assistance during
the half-hour interval. The value is counted when the
SupervAssistCallsToHalf
supervisor-assisted call completes, and the database is updated every
half hour.
This field is applicable for IPCC Enterprise.
NULLDBINT
Number of seconds the agent spent talking on AutoOut (predictive)
calls during the half-hour interval. TalkAutoOutTimeToHalf is
included in the calculation of LoggedOnTimeToHalf.
TalkAutoOutTimeToHalf
NULLDBINT
Number of seconds agents associated with this skill group spent
talking on inbound ACD calls (neither internal nor outbound) during
TalkInTimeToHalf
the half-hour interval. TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
389
Chapter 2: All Tables
Skill_Group_Half_Hour Table