Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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
Average delay in queue (in seconds) for calls removed from the Router
queue during the half- hour interval.
AvgRouterDelayQToHalf
RouterQueueDelayQToHalf / RouterQueueCallsToHalf
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
The ID of Bucket Intervals from the Bucket_Interval table used to
generate the following AnsInterval and AbandInterval fields in this
record.
BucketIntervalID
NULLDBINT
The total time spent by calls of this call type that abandoned in the
half-hour interval.
CallDelayAbandTimeToHalf
This time begins when the call reaches the Router and ends when the
call disconnects.
Does not include short calls.
Note: This time is not reset if the CallType changes.
To determine the time that abandoned calls spend in the script before
abandoning, subtract DelayQAbandTimeHalf and
DelayAgentAbandTimeToHalf from CallDelayAbandTimeToHalf.
Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent)
connected with an IPCC Enterprise with an IPCC System PG (child)
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
86
Chapter 2: All Tables
Call_Type_Half_Hour Table