Technical References

Keys
and Null
Option:
Data Type:Description:Field Name:
half-hour interval. AvailTime is included in the calculation of
LoggedOnTime.
NULLDBINT
During the half-hour interval, the number of calls associated with an
agent associated with the skill group barged in on either by the
supervisor or by the agent
BargeInCallsToHalf
This field is applicable for IPCC Enterprise only.
NULLDBINT
Number of seconds an agent spent in the BusyOther state with respect
to this skill group during the half-hour interval. BusyOtherTime is
included in the calculation of LoggedOnTime.
BusyOtherTimeToHalf
NULLDBINT
Number of seconds the agent spent processing callback messages
during the half-hour interval.
CallbackMessagesTimeToHalf
This field applicable only to the Aspect ACD.
NULLDBINT
Number of callback messages processed by the agent during the
half-hour interval.
CallbackMessagesToHalf
This field applicable only to the Aspect ACD.
NULLDBINT
Number of calls answered by an agent associated with this skill group
during the half-hour interval. The number of calls answered includes
CallsAnsweredToHalf
only handled calls and internal calls received, which are tracked in
the CallsHandledToHalf and InternalCallsReceivedToHalf fields,
respectively. The count for CallsAnswered is counted at the time the
call is answered, and the database is updated every half hour.
NULLDBINT
The number of inbound ACD calls that have been answered and have
completed wrap-up by agents in the skill group during the half-hour
interval.
CallsHandledToHalf
A handled call is:
• An incoming ACD call that was answered by an agent, and then
completed.
• A call associated with Outbound Option that the agent answered,
and then completed.
• A non-voice task that the agent started working on then completed.
A handled call/task is completed when the agent associated with the
call/task finishes the wrap-up work associated with the call/task.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
38
Chapter 2: All Tables
Agent_Skill_Group_Half_Hour Table