Cisco Cisco IP Contact Center Release 4.6.1

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NOTE

In Release 7.0(0), the data stored in DelayQAbandTimeHalf and RouterCallsAbandQToHalf has been 
moved to TotalCallsAbandToHalf and CallDelayAbandTimeToHalf respectively.

The database field Call_Type_Half_Hour.RouterCallsAbandQToHalf prior to 7.0(0) included the count 
for all calls that abandoned for the call type and Call_Type_Half_Hour.DelayQAbandTimeHalf included 
the time associated with these abandon calls.

In Release 7.0(0) these fields only include calls that abandoned in queue. New database fields have been 
added to the Call_Type_Half_Hour table that provide breakout of different abandons for Call Type. 
Fields added provide abandon counts and the time associated with these abandons. The different 
abandons are as follows:

Calls that abandon in queue 

 

(RouterCallsAbandQToHalf and DelayQAbandTimeHalf)

Calls that abandon at the agent desktop before being answered 

 

(RouterCallsAbandToAgentToHalf and DelayAgentAbandTimeToHalf)

Count of all abandons, this also includes calls that abandon prior to queuing.

 

(TotalCallsAbandToHalf and CallDelayAbandTimeToHalf)

For more information, refer to the Database Schema Handbook for Cisco ICM/IPCC Enterprise & 
Hosted Editions.

ServiceLevelRONAToHalf

ServiceLevelType

TotalCallsAbandToHalf

VRUAssistedCallsToHalf

VRUForcedXferredCallsToHalf

VRUHandledCallsToHalf

VRUOptOutUnhandledCallsToHalf

VRUOtherCallsToHalf

VRUScriptedXferredCallsToHalf

VRUTimeToHalf

VRUUnhandledCallsToHalf