Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
Calls may abandon while in the Skill Group queue, or they may abandon
after they have been routed to a Skill Group.
Calls that abandon after they are routed to a Skill Group are identified by
TCD records with abandoned call disposition.
If the call is queued and abandons before it is routed to any Skill Groups
(within the ServiceLevel threshold), the Router will increment this value
for ALL the Skill Groups this call was queued for.
If the call abandons after it was routed to a Skill Group, that Skill Group
will have ServiceLevelCallsAband incremented.
Dequeuing the call via Cancel Node has no impact on
ServiceLevelCallsAband.
Calls may be de-queued via Cancel Queue node or de-queued from this
Skill Group to be routed to a different Skill Group.
Note: This field is applicable to the IPCC environment only.
Note: With the existence of a network VRU, this value includes time in
the network queue.
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 de-queued from a skill group, within the skill group
Service Level threshold, in rolling five-minute interval.
ServiceLevelCallsDequeuedTo5
Note: This field is applicable to the IPCC environment only.
Note: With the existence of a network VRU, this value includes time in
the network queue.
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
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
402
Chapter 2: All Tables
Skill_Group_Real_Time Table