Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
IPCC child reports will need to also look at the parent ICM reports for
network queuing data.
Note: NOTE: Not applicable for IPCC Enterprise without an IPCC
System PG and is not updated. In IPCC Enterprise with an IPCC System
PG, this field is applicable and is updated when a call is queued to the
skill group. For consistent values, in IPCC Enterprise regardless of
whether or not there is an IPCC System PG, use RouterLongestCallInQ.
NULLDBINT
Number of agents in the Not Ready state for the skill group.
NotReady
NULLDBINT
Total seconds agents in the skill group have been in the Not Ready state
during the rolling five-minute interval. NotReadyTime is included in the
calculation of LoggedOnTime.
NotReadyTimeTo5
NULLDBINT
The number of agents whose state with respect to this skill group is
currently Interrupted.
NumAgentsInterruptedNow
NULLDBFLT4
Percentage of Ready time that agents in the skill group spent talking or
doing call work during the rolling five-minute interval. This is the
PercentUtilizationTo5
percentage of time agents spend working on calls versus the time agents
were ready.
NULLDBINT
Total handle time, in seconds, for outbound Preview calls handled by
agents in the skill group that ended during the rolling five-minute interval.
PreviewCallsTalkTimeTo5
Handle time includes WorkTime, TalkTime, and HoldTime. The
PreviewCallsTime 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 handle time, in seconds, for outbound Preview calls handled by
agents in the skill group that ended during the current five-minute interval.
PreviewCallsTimeTo5
Handle time includes WorkTime, TalkTime, and HoldTime. The
PreviewCallsTime 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 outbound Preview calls made by agents in the skill group
that ended during the rolling five-minute interval. The value is updated
PreviewCallsTo5
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)
399
Chapter 2: All Tables
Skill_Group_Real_Time Table