Cisco Cisco IP Contact Center Release 4.6.1 Technische Referenzen
2-236
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Five_Minute Table
AvgHandledCallsTalkTimeTo5
Average talk time in seconds for calls counted as
handled by the skill group during the five-minute
interval. This value is calculated as follows:
handled by the skill group during the five-minute
interval. This value is calculated as follows:
HandledCallsTalkTimeTo5 / CallsHandledTo5
AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished
(that is, any after-call work associated with the
call has been completed). HandledCallsTalkTime
includes time agents spend in the TalkingIn,
TalkingOut, and TalkingOther states. This field is
updated in the database when any after-call work
associated with the call is completed.
handled calls, which are calls that are finished
(that is, any after-call work associated with the
call has been completed). HandledCallsTalkTime
includes time agents spend in the TalkingIn,
TalkingOut, and TalkingOther states. This field is
updated in the database when any after-call work
associated with the call is completed.
int
NULL
CallsHandledTo5
Calls that by been answered and have completed
wrap-up by the skill group during the five-minute
interval.
wrap-up by the skill group during the five-minute
interval.
int
NULL
AvgHandledCallsTimeTo5
The average talk time in seconds for calls counted
as handled by the skill group during the
five-minute interval. This value is calculated as
follows:
as handled by the skill group during the
five-minute interval. This value is calculated as
follows:
HandledCallsTimeTo5 / CallsHandledTo5
HandledCallsTime is tracked only for inbound
ACD calls counted as handled for the skill group.
HandledCallsTime is the time spent from the call
being answered by an agent to the time the agent
completed any after-call work time for the call.
This includes any Hold time associated with the
call. The AvgHandledCallsTime value is updated
in the database when any after-call work time
associated with the call is completed.
ACD calls counted as handled for the skill group.
HandledCallsTime is the time spent from the call
being answered by an agent to the time the agent
completed any after-call work time for the call.
This includes any Hold time associated with the
call. The AvgHandledCallsTime value is updated
in the database when any after-call work time
associated with the call is completed.
int
NULL
PercentUtilizationTo5
Percentage of Ready time that agents in the skill
group spent talking or doing call work during the
five-minute interval. This is the percentage of
time agents spend working on calls versus the
time agents were ready.
group spent talking or doing call work during the
five-minute interval. This is the percentage of
time agents spend working on calls versus the
time agents were ready.
real
NULL
Unused1
This field is not used.
int
NULL
AvailTimeTo5
The total time, in seconds, that agents in the skill
group were in the Available state for any skill
group during the five-minute interval. AvailTime
is included in the calculation of LoggedOnTime.
group were in the Available state for any skill
group during the five-minute interval. AvailTime
is included in the calculation of LoggedOnTime.
int
NULL
NotReadyTimeTo5
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 interval.
NotReadyTime is included in the calculation of
LoggedOnTime.
group were in the Not Ready state for any skill
group during the five-minute interval.
NotReadyTime is included in the calculation of
LoggedOnTime.
int
NULL
Table 2-175 Skill_Group_Five_Minute Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option