Technical References

Keys
and Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Reserved for future use
Reserved2
NULLDBINT
Reserved for future use.
Reserved3
NULLDBINT
Reserved for future use.
Reserved4
NULLDBFLT4
Reserved for future use.
Reserved5
NULLDBINT
How long an agent is in Reserved state. This is counted using Agent
State.
ReservedStateTimeToHalf
NULLDBINT
During the half-hour interval, the number of calls answered by an
agent associated with this skill group where the duration of the calls
ShortCallsToHalf
falls short of the AnsweredShortCalls threshold. You might choose
to factor these calls out of handle time statistics. Short calls are
considered handled, not abandoned.
PK, FK
NOT
NULL
DBINT
Together with SkillTargetID identifies the skill group member.
SkillGroupSkillTargetID
PK, FK
NOT
NULL
DBINT
The SkillTargetID of the agent. Together with
SkillGroupSkillTargetID identifies the skill group member.
SkillTargetID
NULLDBINT
Number of seconds an agent associated with this skill group spent
on supervisor-assisted calls during the half-hour interval. The value
SupervAssistCallsTimeToHalf
is counted when the supervisor-assisted call completes, and the
database is updated every half hour.
This field is applicable for IPCC Enterprise only.
NULLDBINT
Number of calls for which an agent received supervisor assistance
during the half-hour interval. The value is counted when the
SupervAssistCallsToHalf
supervisor-assisted call completes, and the database is updated every
half hour.
NULLDBINT
The number of seconds the agent spent talking on AutoOut
(predictive) calls during the half-hour interval. TalkAutoOutTime is
included in the calculation of LoggedOnTime.
TalkAutoOutTimeToHalf
NULLDBINT
Number of seconds an agent associated with this skill group spent
talking on inbound ACD calls (neither internal nor outbound) during
TalkInTimeToHalf
the half-hour interval. TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
45
Chapter 2: All Tables
Agent_Skill_Group_Half_Hour Table