Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
A handled call/task is completed when the agent associated with the
call/task finishes the wrap-up work associated with the call/task.
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.
NULLDBINT
The number of calls that were handled by the skill group during the current
five-minute interval.
CallsHandledTo5
This field is applicable for both ICM, IPCC Enterprise and Outbound
Option.
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.
A handled call/task is completed when the agent associated with the
call/task finishes the wrap-up work associated with the call/task.
NULLDBINT
The total number of ongoing non-voice tasks associated with this skill
group. This field populates for non-voice tasks only.
CallsInProgress
NULLDBINT
Number of calls offered to the skill group during the rolling five-minute
interval. A call is counted only when it is answered.
CallsOfferedTo5
This field represents local queue counts at the ACD. It is incremented
only in the event of local queueing. In the event of Network Queueing,
the field incremented in RouterCallsOfferedTo5.
NULLDBINT
The number of calls currently queued to this skill group by the ACD.
CallsQueuedNow
This field represents local queue counts at the ACD. It is incremented
only in the event of local queueing. In the event of Network Queueing,
the field incremented in RouterCallsQNow.
NOT
NULL
DBDATETIME
Central Controller date and time that this data was last updated.
DateTime
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
396
Chapter 2: All Tables
Skill_Group_Real_Time Table