Cisco Cisco IPCC Web Option Technical References
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Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 1 Introduction
Real-time and Historical Data
Real-time and Historical Data
ICM software maintains real-time and historical status information about certain objects in the system
such as service, skill groups, routes, and scripts.
such as service, skill groups, routes, and scripts.
For example, the Route Real Time table contains real-time information about each route. The Route Five
Minute and Route Half Hour tables contain historical information about each route. The Route Real
Time table contains one row for each route. (It has a one-to-one relationship with the Route table.) The
Route Half Hour table contains many rows for each route—ICM software adds an additional row for
each route every half hour. (It has a one-to-many relationship with the Route table.)
Minute and Route Half Hour tables contain historical information about each route. The Route Real
Time table contains one row for each route. (It has a one-to-one relationship with the Route table.) The
Route Half Hour table contains many rows for each route—ICM software adds an additional row for
each route every half hour. (It has a one-to-many relationship with the Route table.)
ICM software updates the real-time tables in the database every ten seconds. Real-time information
includes information about what is happening right now (for example, CallsQNow and ExpectedDelay).
It also includes summary information about what has happened during the last five minutes (for example,
CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example,
CallsRoutedHalf and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and
CallsHandledToday).
includes information about what is happening right now (for example, CallsQNow and ExpectedDelay).
It also includes summary information about what has happened during the last five minutes (for example,
CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example,
CallsRoutedHalf and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and
CallsHandledToday).
ICM software generates historical information on five- and 30-minute intervals, with the first interval
beginning at midnight. For example, ICM software adds a new row for each Route to the Route Five
Minute table every five minutes. ICM software adds a new row for each Route to the Route Half Hour
table every 30 minutes. Some of the information for the historical tables is derived from accumulation
fields in the real-time tables. For example, at the end of each five-minute interval, the value from the
CallsOfferedTo5 field in the Route Real Time table is copied to the CallsOfferedTo5 field of the Route
Five Minute table.
beginning at midnight. For example, ICM software adds a new row for each Route to the Route Five
Minute table every five minutes. ICM software adds a new row for each Route to the Route Half Hour
table every 30 minutes. Some of the information for the historical tables is derived from accumulation
fields in the real-time tables. For example, at the end of each five-minute interval, the value from the
CallsOfferedTo5 field in the Route Real Time table is copied to the CallsOfferedTo5 field of the Route
Five Minute table.
Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time
at the start of the interval. For example, a Service Five Minute row for the interval from 10:00AM to
10:05AM contains the time 10:00AM. However, some fields within the table contain a snapshot of data
from the end of the interval. For example, the CallsQNow field of the Service Five Minute table contains
the number of calls queued at the end of the five-minute period. Therefore, the Service Five Minute row
with the time of 10:00AM tells you the number of calls queued at 10:05AM. To find the number of calls
queued at 10:00AM, look at the Service Five Minute record for 9:55AM.
at the start of the interval. For example, a Service Five Minute row for the interval from 10:00AM to
10:05AM contains the time 10:00AM. However, some fields within the table contain a snapshot of data
from the end of the interval. For example, the CallsQNow field of the Service Five Minute table contains
the number of calls queued at the end of the five-minute period. Therefore, the Service Five Minute row
with the time of 10:00AM tells you the number of calls queued at 10:05AM. To find the number of calls
queued at 10:00AM, look at the Service Five Minute record for 9:55AM.
Call Detail Data
Each time ICM software processes a routing request, it generates a Route Call Detail row that contains
information about the request and routing decision it made. Each row includes the day on which the
request was handled and a key value generated by ICM software that is unique among all requests
handled that day. These two values together comprise a unique identifier for the call.
information about the request and routing decision it made. Each row includes the day on which the
request was handled and a key value generated by ICM software that is unique among all requests
handled that day. These two values together comprise a unique identifier for the call.
When ICM software receives information that a call is completely done (that is, for example, it has been
routed to a peripheral, handled by an agent, and disconnected), then a row about the call is written to the
Termination Call Detail table. The Termination Call Detail row indicates the agent, skill group, and
service that handled the call. It also contains information such as how long the caller was on hold,
whether the call was transferred to another agent after the initial routing, and so forth.
routed to a peripheral, handled by an agent, and disconnected), then a row about the call is written to the
Termination Call Detail table. The Termination Call Detail row indicates the agent, skill group, and
service that handled the call. It also contains information such as how long the caller was on hold,
whether the call was transferred to another agent after the initial routing, and so forth.
If the call was sent to a translation route, the Termination Call Detail row contains the same day and
router key values as the Route Call Detail row for the same call. You can use these fields to link the tables
and find all the call detail information for a single call. This process is called cradle-to-grave call
tracking.
router key values as the Route Call Detail row for the same call. You can use these fields to link the tables
and find all the call detail information for a single call. This process is called cradle-to-grave call
tracking.