Cisco Cisco Unified Intelligent Contact Management Software Technical References

NULL

DBINT

Number of service agents in the talking state at the end of the
five-minute interval.

AgentsTalking

NULL

DBINT

Average delay time of abandoned calls in queue for the service
during the five-minute interval.

AvgDelayQAbandTo5

NULL

DBINT

Average delay for calls currently queued for the service at the end
of the five-minute interval.

AvgDelayQNow

NULL

DBINT

The average handled calls time in seconds for calls to the service
that ended during the five-minute interval. HandleTime is tracked

AvgHandleTimeTo5

only for inbound ACD calls that are counted as handled for the
service. HandleTime is the time spent from the call being answered
by the agent to the time the agent completed after-call work time
for the call. This includes any TalkTime, HoldTime, and WorkTime
associated with the call. The AvgHandleTime value is updated in
the database when the after-call work time associated with the call
is completed.

NULL

DBINT

Average answer wait time for all incoming calls to the service
during the five-minute interval.

AvgSpeedAnswerTo5

NULL

DBINT

The average talk time in seconds for calls to the service during the
five-minute interval. Talk time includes the time that calls were in

AvgTalkTimeTo5

a talking or hold state. It is populated with the TalkTime and
HoldTime associated with call to the service or route. The field is
updated in the database when all after-call work associated with
the calls is completed.

NULL

DBINT

Number of calls to this service abandoned since midnight.

CallsAbandQToday

NULL

DBINT

Number of calls to the service answered by agents during the
five-minute interval.

CallsAnsweredTo5

NULL

DBINT

Number of calls to the service answered by agents since midnight.

CallsAnsweredToday

NULL

DBINT

Number of calls handled for the service ending during the
five-minute interval. A handled call is:

CallsHandledTo5

• An incoming ACD call that was answered by an agent, and then

completed.

• A call associated with Outbound Option that the agent answered,

and then completed.

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)