Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Data that is collected at half-hour intervals and stored in the ICM software's central database. 
ICM software's database updates its half-hour statistics at 30-minute intervals. During each 

interval, statistics accumulate in real-time tables like the Service_Real_Time table. 
At the end of each interval the statistics are written to half-hour tables like the Service_Half_Hour 

table. The date and time at the start of each 30-minute interval is saved with the data. This 

allows you to look back at data from previous 30-minute intervals. 
The first interval for each day begins at 12:00 midnight and ends at 12:30 A.M. The date and 

time at the start of each 30-minute interval is saved with its data.

Data collected at 5-minute and 30-minute intervals and stored in the ICM software's central 

database. 
Certain statistics within the ICM software's database are updated at five-minute intervals. The 

first such interval for each day begins at 12:00 midnight and ends at 12:05 A.M. The date and 

time at the start of the five-minute interval is saved with the data. This allows you to look back at 

data from previous five-minute intervals. 
During a five-minute interval, statistics accumulate in real-time tables (for example, 

Service_Real_Time). At the end of the interval, the statistics are written to five-minute tables (for 

example, Service_Five_Minute). 
ICM software's database updates its half-hour statistics at 30-minute intervals. During each 

30-minute interval, statistics accumulate in real-time tables like the Service_Real_Time table. At 

the end of each 30-minute interval the statistics are written to half-hour tables like the 

Service_Half_Hour table. The date and time at the start of each 30-minute interval is saved with 

the data. This allows you to look back at data from previous 30-minute intervals. 
The first 30-minute interval for each day begins at 12:00 midnight and ends at 12:30 A.M. The 

date and time at the start of each 30-minute interval is saved with its data. You use historical 

templates to create reports that contain half-hour and daily summaries of contact center data.

Templates that create reports containing half-hour and daily summaries of call center data.

The number of agents currently in the Hold state. An agent is in the Hold state when the agent 

has all active calls on hold.

The state in which an agent has all active calls on hold.

The time, in seconds, that agents for the skill group have spent in Hold state (for the half-hour 

interval or over the past five minutes). The Hold state is a state in which an agent has all active 

calls on hold. Hold time is also included in the more general Handle Time.