Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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 total number of calls of this call type answered by agents in the
half-hour interval.
CallsAnsweredToHalf
This field is applicable to bothICM 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.
NULLDBINT
The total number of calls of this call type handled in the half-hour
interval. Termination_Call_Detail records generated by agent PG with
a CallDispositionFlag of 1 are counted as CallHandled.
CallsHandledHalf
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.
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.
NULLDBINT
The total number of calls of this call type offered during the half-hour
interval.
CallsOfferedHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
87
Chapter 2: All Tables
Call_Type_Half_Hour Table