Cisco Cisco IP Contact Center Release 4.6.2 Technische Referenzen

The AvgHandledCallsTime value is updated in the database when
any after-call work time associated with the call is completed.

NULL

DBINT

Number of agents in the BusyOther state at the end of the five-minute
interval.

BusyOther

NULL

DBINT

Number of seconds agents spent in the BusyOther state during the
five-minute window. BusyOtherTime is included in the calculation
of LoggedOnTime.

BusyOtherTimeTo5

NULL

DBINT

Number of calls answered by agents in the skill group during the
five-minute window. The count for CallsAnswered is updated at the
time the call is answered.

CallsAnsweredTo5

NULL

DBINT

Calls that by been answered and have completed wrap-up by the
skill group during the five-minute window.

CallsHandledTo5

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.

PK NOT
NULL

DBSMALLDATE

Central Controller date and time at the start of the five-minute
interval.

DateTime

NULL

DBINT

Number of agents in the skill group logged on at the end of the
five-minute interval.

LoggedOn

NULL

DBINT

Time in seconds that the longest available agent for the skill group
has been available.

LongestAvailAgent

NULL

DBINT

Number of agents in the skill group in the Not Ready state at the
end of the five-minute interval.

NotReady

NULL

DBINT

The total time in seconds that agents in the skill group were in the
Not Ready state for any skill group during the five-minute window.
NotReadyTime is included in the calculation of LoggedOnTime.

NotReadyTimeTo5

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)