Cisco Cisco IP Contact Center Release 4.6.1 Technische Referenzen
2-241
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Half_Hour Table
LoggedOnTimeToHalf
Total time, in seconds, agents in the skill
group were logged on during the half-hour
interval. This value is calculated as follows:
group were logged on during the half-hour
interval. This value is calculated as follows:
HoldTimeToHalf + TalkInTimeToHalf +
TalkOutTimeToHalf +
TalkOtherTimeToHalf + AvailTimeToHalf
+ NotReadyTimeToHalf +
WorkReadyTimeToHalf +
WorkNotReadyTimeToHalf +
BusyOtherTimeToHalf +
ReservedStateTimeToHalf
TalkOutTimeToHalf +
TalkOtherTimeToHalf + AvailTimeToHalf
+ NotReadyTimeToHalf +
WorkReadyTimeToHalf +
WorkNotReadyTimeToHalf +
BusyOtherTimeToHalf +
ReservedStateTimeToHalf
int
NULL
AgentOutCallsToHalf
The total number of completed outbound
ACD calls made by agents in the skill
group, during a half-hour interval. The
value is updated in the database when any
after-call work time associated with the call
is completed.
ACD calls made by agents in the skill
group, during a half-hour interval. The
value is updated in the database when any
after-call work time associated with the call
is completed.
int
NULL
TalkOutTimeToHalf
Number of seconds agents spent talking on
outbound calls during the half-hour
interval. TalkOutTime is included in the
calculation of TalkTime and
LoggedOnTime.
outbound calls during the half-hour
interval. TalkOutTime is included in the
calculation of TalkTime and
LoggedOnTime.
int
NULL
TalkOtherTimeToHalf
Number of seconds agents spent talking on
other calls (neither inbound nor outbound)
during the half-hour interval. Examples of
“other calls include agent-to-agent transfers
and supervisor calls. TalkOtherTime is
included in the calculation of TalkTime and
LoggedOnTime.
other calls (neither inbound nor outbound)
during the half-hour interval. Examples of
“other calls include agent-to-agent transfers
and supervisor calls. TalkOtherTime is
included in the calculation of TalkTime and
LoggedOnTime.
int
NULL
AvailTimeToHalf
Total seconds agents in the skill group were
in the Available state during the half-hour
interval. AvailTime is included in the
calculation of LoggedOnTime.
in the Available state during the half-hour
interval. AvailTime is included in the
calculation of LoggedOnTime.
int
NULL
NotReadyTimeToHalf
Total seconds agents in the skill group were
in the Not Ready state during the half-hour
interval. NotReadyTime is included in the
calculation of LoggedOnTime.
in the Not Ready state during the half-hour
interval. NotReadyTime is included in the
calculation of LoggedOnTime.
int
NULL
TransferInCallsToHalf
Number of calls transferred into the skill
group during the half-hour interval. The
value is updated in the database when the
after-call work time associated with the call
(if any) is completed.
group during the half-hour interval. The
value is updated in the database when the
after-call work time associated with the call
(if any) is completed.
int
NULL
Table 2-176 Skill_Group_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option