Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The number of calls received by this skill group in the rolling five-minute
interval. This value is set by the Call Router. A call is counted as offered
as soon at it is sent to a Skill Group.
RouterCallsOfferedTo5
This value is incremented by:
• CallType short calls, which are counted as abandoned for Skill Groups.
(There is no short call count in the Skill_Group_Real_Time table.)
• Calls that are cancelled by Cancel Queue node and re-queued to the
same Skill Group
• Calls that are routed to a Skill Group, re-queried, and re-queued to the
same Skill Group
This field does not include local ACD calls, not routed by ICM. Such
calls are counted in the CallsOfferedTo5 field of Skill_Group tables.
NULLDBINT
Number of calls currently queued for the skill group at the CallRouter.
RouterCallsQNow
This field does not include local ACD calls, not routed by ICM. Such
calls are counted in the CallsQueuedNow field of Skill_Group tables.
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.
NULLDBDATETIME
The time when the longest call in queue was queued for this skill group.
RouterLongestCallInQ
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 count of calls that abandon within the skill group SL threshold in
rolling five-minute interval.
ServiceLevelCallsAbandTo5
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
401
Chapter 2: All Tables
Skill_Group_Real_Time Table