Technical References

Keys
and Null
Option:
Data Type:Description:Field Name:
This field is applicable for ICM, IPCC Enterprise and Outbound
Option.
NULLDBINT
During the half-hour interval, the number of seconds an agent
associated with this skill group was involved in incoming conference
ConferencedInCallsTimeToHalf
calls. Conferenced in calls include both ACD and non-ACD. The
value is counted when the agent drops off the call or the call becomes
a simple two-party call, and the database is updated every half hour.
Note: Note: For blind conferences in IPCC Enterprise with an IPCC
System PG, this field is updated when the call that was blind
conferenced to an IVR is subsequently answered by another agent.
For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
NULLDBINT
During the half-hour interval, the number of incoming calls the agent
was conferenced into. Incoming calls include ACD and non-ACD
ConferencedInCallsToHalf
calls. The value is counted when the agent drops off the call or the
call becomes a simple two-party call, and the database is updated
every half hour.
Note: Note: For blind conferences in IPCC Enterprise with an IPCC
System PG, this field is updated when the call that was blind
conferenced to an IVR is subsequently answered by another agent.
For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
NULLDBINT
During the half-hour interval, the number of seconds that an agent
spent on conference calls that the agent initiated. This includes time
ConferencedOutCallsTimeToHalf
spent on both ACD and non-ACD conference calls initiated by the
agent. The value is counted when the agent drops off the call or the
call becomes a simple two-party call, and the database is updated
every half hour.
NULLDBINT
During the half-hour interval, the number of conference calls the
agent initiated. The conferenced out calls include ACD and non-ACD
ConferencedOutCallsToHalf
calls. The count of ConferencedOutCalls is counted when the agent
drops off the call or the call becomes a simple two-party call, and
the database is updated every half hour.
NULLDBINT
During the half-hour interval, the number of seconds agents spent
handling consultative calls with at least one ACD call on hold. The
ConsultativeCallsTimeToHalf
value is counted when the after-call work time associated with the
consultative call (if any) has completed, and the database is updated
every half hour.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
39
Chapter 2: All Tables
Agent_Skill_Group_Half_Hour Table