Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Total talk time, in seconds, for calls counted as handled by the skill group
during the rolling five-minute interval. It is updated in the database when
the after-call work time associated with the call (if any) is completed.
HandledCallsTalkTimeTo5
NULLDBINT
Reserved for future use
FutureUseInt1
NULLDBINT
Reserved for future use
FutureUseInt2
NULLDBINT
Reserved for future use
FutureUseInt3
NULLDBINT
Reserved for future use
FutureUseInt4
NULLDBINT
Reserved for future use
FutureUseInt5
NULLDBINT
Total handle time, in seconds, for calls counted as handled by the skill
group during the rolling five-minute interval. HandledCallsTime is the
HandledCallsTimeTo5
time spent from the call being answered by the agent to the time the agent
completed after-call work associated with the call. HandledCallsTime is
based on HoldTime, WorkTime, and TalkTime. The value is updated in
the database when the after-call work time associated with the call (if
any) is completed.
NULLDBINT
The number of agents that have all active calls on hold. The agent is not
in the Hold state with one call on hold and talking on another call (for
example, a consultative call). The agent must have all active calls on hold.
Hold
NULLDBINT
Number of seconds where all calls to the agent are on hold during the
rolling five-minute interval. HoldTime is counted only while the agent is
HoldTimeTo5
doing no other call related activity. HoldTime is included in the calculation
of LoggedOnTime.
NULLDBINT
The number of agents belonging to this skill group who are currently
ICMAvailable with respect to the MRD to which the skill group belongs.
IcmAvailable
An agent is ICM available if s/he is Routable and Available for the MRD.
This means that the agent can be routed a task by ICM software.
NULLDBINT
Not currently supported.
InterruptedTimeTo5
NULLDBINT
Number of agents that are currently logged on to the skill group. This
count is updated each time an agent logs on and each time an agent logs
off.
LoggedOn
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
397
Chapter 2: All Tables
Skill_Group_Real_Time Table