Technical References

Keys
and Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Total talk time, in seconds, for outbound ACD calls handled by an
agent associated with this skill group that ended during the half-hour
AgentOutCallsTalkTimeToHalf
interval. The value includes the time spent from the call being initiated
by the agent to the time the agent begins after call work for the call.
This includes HoldTime associated with the call. The value is counted
when the after-call-work time associated with the call (if any) is
completed, and the database is updated every half hour.
NULLDBINT
The total handle time, in seconds, for outbound ACD calls handled
by an agent associated with this skill group that ended during the
AgentOutCallsTimeToHalf
half-hour interval. Handle time includes WorkTime, TalkTime, and
HoldTime. The AgentOutCallsTime value includes the time spent
from the call being initiated by the agent to the time the agent
completes after-call work time for the call. The value is counted when
the after-call work time associated with the call (if any) is completed,
and the database is updated every half hour.
NULLDBINT
The total number of outbound ACD calls made by an agent associated
with this skill group that ended during the half-hour interval. The
AgentOutCallsToHalf
value is counted when any after-call work time associated with the
call is completed, and the database is updated every half hour.
NULLDBINT
Not currently supported.
AgentTerminatedCallsToHalf
NULLDBINT
The sum of the answer wait times of all tasks an agent associated
with this skill group answered during the half-hour interval. It is
AnswerWaitTimeToHalf
counted at the time the call is answered, and the database is updated
every half hour.
It is the current half-hour interval total of:
• In ICM, the time in seconds from when the call first arrives at the
ACD to when the agent answers the call.
AnswerWaitTime is based on the following:
– - DelayTime
– - LocalQTime
– - RingTime
• In IPCC Enterprise, the number of seconds calls spent between
first being queued to the skillgroup through Select (LAA) or Queue
to Skillgroup nodes to when they were answered by an agent.
AnswerWaitTime is based on the following:
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
36
Chapter 2: All Tables
Agent_Skill_Group_Half_Hour Table