Cisco Cisco Administrative Workstation Technische Referenzen
2-244
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Half_Hour Table
AgentOutCallsTalkTimeToHalf
Total talk time, in seconds, for completed
outbound ACD calls handled by agents in
the skill group during the half-hour interval.
The value includes the time spent from the
call being initiated by the agent to the time
the agent begins after call work for the call.
The value is based on TalkTime from the
Termination_Call_Detail records. It
therefore includes HoldTime associated
with the call. The value is updated in the
database when the after-call-work time
associated with the call (if any) is
completed.
outbound ACD calls handled by agents in
the skill group during the half-hour interval.
The value includes the time spent from the
call being initiated by the agent to the time
the agent begins after call work for the call.
The value is based on TalkTime from the
Termination_Call_Detail records. It
therefore includes HoldTime associated
with the call. The value is updated in the
database when the after-call-work time
associated with the call (if any) is
completed.
int
NULL
AgentOutCallsOnHoldToHalf
The total number of completed outbound
ACD calls an agent in the skill group has
placed on hold at least once. The value is
updated in the database when the after-call
work associated with the call (if any) is
completed.
ACD calls an agent in the skill group has
placed on hold at least once. The value is
updated in the database when the after-call
work associated with the call (if any) is
completed.
int
NULL
AgentOutCallsOnHoldTimeToHalf
Total number of seconds outbound ACD
calls were placed on hold during the half-
hour interval. This data element is based on
HoldTime from the
Termination_Call_Detail record. The value
updated in the database when after-call
work associated with the call (if any) is
completed.
calls were placed on hold during the half-
hour interval. This data element is based on
HoldTime from the
Termination_Call_Detail record. The value
updated in the database when after-call
work associated with the call (if any) is
completed.
int
NULL
AgentTerminatedCallsToHalf
Total number of ACD calls that were
terminated by an agent in the skill group
before the far end released. The value is
updated in the database at the time the call
disconnects. The value includes
AgentOutCalls and CallsHandled for the
skill group.
terminated by an agent in the skill group
before the far end released. The value is
updated in the database at the time the call
disconnects. The value includes
AgentOutCalls and CallsHandled for the
skill group.
int
NULL
ConsultativeCallsToHalf
The number of consultative calls completed
by agents in the skill group with at least one
ACD call on hold. The count is updated in
the database when the after-call work time
associated with the consultative call (if any)
is completed.
by agents in the skill group with at least one
ACD call on hold. The count is updated in
the database when the after-call work time
associated with the consultative call (if any)
is completed.
int
NULL
ConsultativeCallsTimeToHalf
The number of seconds agents in the skill
group spent handling a consultative call
with at least on ACD call on hold. The value
is updated in the database when the
after-call work time associated with the
consultative call (if any) is completed.
group spent handling a consultative call
with at least on ACD call on hold. The value
is updated in the database when the
after-call work time associated with the
consultative 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