Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
transferred to an IVR is subsequently transferred to another agent and
the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
NULLDBINT
Number of calls transferred into the skill group during the half-hour
interval. The value is counted when the after-call work time associated
TransferInCallsToHalf
with the call (if any) is completed, and the database is updated every
half hour.
In IPCC Enterprise with an IPCC System PG, a call is counted as
offered as soon as it is sent to a skill group.
In IPCC Enterprise, a call is counted as offered only when it is
answered.
This field is applicable for both ICM and IPCC Enterprise.
Note: Note: For blind transfers in IPCC Enterprise with an IPCC
System PG, this field is updated when the call that was blind
transferred to an IVR is subsequently transferred to another agent and
the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
NULLDBINT
Number of calls transferred out of the skill group during the half-hour
interval. The value is counted when the after-call work time associated
TransferOutCallsToHalf
with the call (if any) is completed, and the database is updated every
half hour.
NULLDBINT
The number of calls coached either by the supervisor or by the agent.
WhisperCallsToHalf
This field is applicable for IPCC Enterprise only.
NULLDBINT
Total time in seconds agents associated with this skill group were in
the WORK_NOT_READY state during the half-hour interval.
WorkNotReadyTimeToHalf
WorkNotReadyTime is included as in the calculation of
LoggedOnTime.
NULLDBINT
Total seconds agents in the skill group were in the WORK_READY
state for tasks associated with this skill group that ended during this
WorkReadyTimeToHalf
half-hour interval. WorkReadyTime is included in the calculation of
LoggedOnTime.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
391
Chapter 2: All Tables
Skill_Group_Half_Hour Table