Cisco Cisco IP Contact Center Release 4.6.1 Technische Referenzen
2-212
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Service_Half_Hour Table
ForcedClosedCallsToHalf
Number of calls to the service that were
determined to be closed following an
interruption in data during the half-hour
interval. ForcedClosedCalls are calls that
terminated because of errors tracking the call’s
state transition. Calls may become forced closed
if there is lack of events from the ACD’s CTI
interfaces (for example, a lack of a Disconnect
event, or failure on the switch’s CTI
connection).
determined to be closed following an
interruption in data during the half-hour
interval. ForcedClosedCalls are calls that
terminated because of errors tracking the call’s
state transition. Calls may become forced closed
if there is lack of events from the ACD’s CTI
interfaces (for example, a lack of a Disconnect
event, or failure on the switch’s CTI
connection).
int
NULL
OverflowInToHalf
Number of calls that the peripheral re-targeted,
or overflowed, into this service during the
half-hour interval. The ICM software keeps
counts of the number of calls moved out of each
service or route (overflowed out) and moved
into each service or route (overflowed in).
or overflowed, into this service during the
half-hour interval. The ICM software keeps
counts of the number of calls moved out of each
service or route (overflowed out) and moved
into each service or route (overflowed in).
int
NULL
OverflowOutToHalf
Number of calls that the peripheral re-targeted,
or overflowed, out of this service during the
half-hour interval. The ICM software keeps
counts of the number of calls moved out of each
service or route (overflowed out) and moved
into each service or route (overflowed in).
or overflowed, out of this service during the
half-hour interval. The ICM software keeps
counts of the number of calls moved out of each
service or route (overflowed out) and moved
into each service or route (overflowed in).
int
NULL
AutoOutCallsToHalf
Number of completed AutoOut (predictive)
calls made by this service during the half-hour
interval. The value is updated in the database
when the after-call work time associated with
the call (if any) has completed.
calls made by this service during the half-hour
interval. The value is updated in the database
when the after-call work time associated with
the call (if any) has completed.
int
NULL
AutoOutCallsTimeToHalf
Total handle time, in seconds, for completed
AutoOut (predictive) calls handled this service
during the half-hour interval. Handle time
includes WorkTime, TalkTime, and HoldTime,
all of which are taken from the
Termination_Call_Detail records. The
AutoOutCallsTime value includes the time
spent from the call being initiated to the time the
agent completes after-call work time for the call.
The value is updated in the database when the
after-call work time associated with the call (if
any) has completed.
AutoOut (predictive) calls handled this service
during the half-hour interval. Handle time
includes WorkTime, TalkTime, and HoldTime,
all of which are taken from the
Termination_Call_Detail records. The
AutoOutCallsTime value includes the time
spent from the call being initiated to the time the
agent completes after-call work time for the call.
The value is updated in the database when the
after-call work time associated with the call (if
any) has completed.
int
NULL
Table 2-170 Service_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option