Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
– NetworkQTime
Note: With the existence of a network VRU, in an ICM Enterprise
deployment with an IPCC System PG, this value will not include time
spent in the network VRU.
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 agents belonging to this skill group who are currently
ApplicationAvailable with respect to the MRD to which the skill group
belongs.
ApplicationAvailable
An agent is Application available if the agent is Not Routable and
Available for the MRD. This means that the agent can be routed a task
by the Web Collaboration Option or E-Mail Manager.
NULLDBINT
Total talk time, in seconds, for AutoOut (predictive) calls handled by
agents in the skill group that ended during the current five-minute interval.
AutoOutCallsTalkTimeTo5
This value includes the time spent from the call being initiated to the time
the agent begins after-call work for the call. It includes the HoldTime
associated with the call. AutoOutCallsTalkTime is updated in the database
when the after-call work time associated with the call (if any) has
completed.
NULLDBINT
Total handle time, in seconds, for AutoOut (predictive) calls handled by
agents in the skill group that ended during the current five-minute interval.
AutoOutCallsTimeTo5
Handle time includes WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTime value includes the time spent from the call being
initiated to the time the agent completes after-call work time for the call.
The value is updated in the database when the after-call work time
associated with the call (if any) has completed.
NULLDBINT
Total number of AutoOut (predictive) calls made by agents in the skill
group that ended during the current five-minute interval. The value is
AutoOutCallsTo5
updated in the database when the after-call-work time associated with the
call (if any) has completed.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
394
Chapter 2: All Tables
Skill_Group_Real_Time Table