Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Number of agents for the skill group in Not_Active state with respect to
this skill group.
Avail
NULLDBINT
Total seconds agents in the skill group have been in the Not_Active state
during the current five-minute interval. AvailTime is included in the
calculation of LoggedOnTime.
AvailTimeTo5
NULLDBINT
Average talk time in seconds for calls counted as handled by the skill
group during the rolling five-minute interval. This value is calculated as
follows:
AvgHandledCallsTalkTimeTo5
HandledCallsTalkTimeTo5 / CallHandledTo5
AvgHandledCallsTalkTime is calculated only for calls counted as handled.
This field is updated in the database when any after-call work associated
with the call is completed.
NULLDBINT
Average handle time in seconds for calls counted as handled by the skill
group during the rolling five-minute interval. The value is calculated as
follows:
AvgHandledCallsTimeTo5
HandledCallsTalkTimeTo5 / CallHandledTo5
The AvgHandledCallsTime value is updated in the database when the
after-call work time associated with the call is completed.
NULLDBINT
Number of agents currently in the BusyOther state with respect to this
skill group.
BusyOther
NULLDBINT
Number of seconds agents have spent in the BusyOther state during the
rolling five-minute interval. BusyOtherTime is included in the calculation
of LoggedOnTime.
BusyOtherTimeTo5
NULLDBINT
The number of calls that were handled by the skill group during the rolling
five-minute interval.
CallsAnsweredTo5
A handled call is:
• An incoming ACD call that was answered by an agent, and then
completed.
• A call associated with Outbound Option that the agent answered, and
then completed.
• A non-voice task that the agent started working on then completed.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
395
Chapter 2: All Tables
Skill_Group_Real_Time Table