Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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
During the half-hour interval, calls that encounter an error when the
call is at the agent desktop.
AgentErrorCountToHalf
These are calls that receive a TCD with CallDispositionFlag value 4.
Agent errors are counted in AgentErrorCount, and routing errors are
counted in ErrorCount.
Total Error count = ErrorCountToHalf + AgentErrorCountTo Half.
NULLDBINT
Number of calls answered within interval 1.
AnsInterval1
This field is applicable to both ICM and IPCC Enterprise with the
following exception: the field is not incremented if the call is answered
by an agent on a standard ACD unless the call was translation routed.
Note: With the existence of a network VRU, for IPCC and for ICM
systems in which calls are translation-routed, the measurement of
Answer Wait Time for a call begins when the call is queued, whereas
the measurement of Service Level begins when the call arrives at the
routing script, or when its call type is changed. This means that if
self-service is performed on a call before the call is queued to an
agent, the routing script must be set up to change the call type of the
call when self-service is completed. Otherwise, the time spent in
self-service will negatively impact the Service Level.
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
Number of calls answered within interval 2.
AnsInterval2
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
80
Chapter 2: All Tables
Call_Type_Half_Hour Table