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.
NULLDBFLT4
Service Level for the skill group in rolling five-minute interval.
ServiceLevelTo5
This field is applicable to the IPCC environment only.
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 calls that redirected on no answer within Service Level threshold
within the rolling five-minute interval.
ServiceLevelRONATo5
These calls are part of the ServiceLevelCallsOffered.
Note: This field is applicable to the IPCC environment only.
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.
PK, FK
NOT
NULL
DBINT
Foreign key from the Skill Group table. The SkillTargetID of the agent.
Together with the SkillGroupSkillTargetID, identifies the skill group
member.
SkillTargetID
NULLDBINT
Number of seconds agents in the skill group spent talking on AutoOut
(predictive) calls during the rolling five-minute interval.
TalkAutoOutTimeTo5
NULLDBINT
Number of agents in the skill group currently talking on AutoOut
(predictive) calls.
TalkingAutoOut
NULLDBINT
Number of agents in the skill group currently talking on inbound calls.
TalkingIn
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
404
Chapter 2: All Tables
Skill_Group_Real_Time Table