Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The number of agents who are Routable with respect to the MRD
associated with this skill group, and whose state with respect to this skill
Ready
group is currently something other than NOT_READY or
WORK_NOT_READY.
NULLDBINT
This is the talk time for the reservation call. It should be either zero or a
few seconds. This is counted using Call State.
ReserveCallsTalkTimeTo5
NULLDBINT
In the rolling five-minute interval, the number of ACD calls to the skill
group that rang at an agent’ s terminal and redirected on failure to answer.
RedirectNoAnsCallsTo5
NULLDBINT
This is the sum of the total number of reservation calls placed on hold
and the talk time for the reservation call. This is counted using Call State.
ReserveCallsTimeTo5
NULLDBINT
Number of reservation calls. This should always equal to the
ReserveCallsOnHoldToHalf.
ReserveCallsTo5
NULLDBINT
Number of agents for the skill group currently in the Reserved state.
ReservedAgents
NULLDBINT
How long an agent is in Reserved state. This is counted using Agent State.
ReservedStateTimeTo5
NULLDBINT
The number of calls that abandoned while queued in the router to this
agent, in the rolling five-minute interval.
RouterCallsAbandQTo5
NULLDBINT
In the rolling five-minute interval, the number of calls abandoned after
they have been routed to the agent desktop and before they have been
answered (for example, Abandon Ringing)..
RouterCallsAbandToAgentTo5
This field is applicable for IPCC systems and for systems where calls
are translation-routed to Skill Groups.
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 calls that were de-queued from this skill group to be routed
to another skill group in the rolling five-minute interval.
RouterCallsDequeuedTo5
This field is also incremented when a call is de-queued via Cancel Queue
node.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
400
Chapter 2: All Tables
Skill_Group_Real_Time Table