Cisco Cisco ICM Web Tools Technical References
Keys and
Null Option:
Null Option:
Data Type:
Description:
Field Name:
NULL
DBINT
Number of calls to the route answered during the five-minute
DBINTerval.
DBINTerval.
CallsAnsweredTo5
NULL
DBINT
Number of calls to the route answered since midnight.
CallsAnsweredToday
NULL
DBINT
Number of calls to the route handled during the five-minute
DBINTerval. A call is counted as handled when the call is finished
DBINTerval. A call is counted as handled when the call is finished
CallsHandledTo5
(that is, when any after-call work associated with the call is
completed).
completed).
Handled Call
• 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.
• A non-voice task that the agent started working on then
completed.
A handled call/task is completed when the agent associated with
the call/task finishes the wrap-up work associated with the call/task.
the call/task finishes the wrap-up work associated with the call/task.
NULL
DBINT
Running total of calls to the route handled at the peripheral since
midnight. CallsHandled includes all calls handled by any answering
midnight. CallsHandled includes all calls handled by any answering
CallsHandledToday
resource for the route (for example, an IVR, agent, or voice mail
port).
port).
NULL
DBINT
Running total of incoming calls to this route since midnight.
Incoming calls include only Inbound ACD calls arriving on trunks
(that is, calls that are not internally generated).
Incoming calls include only Inbound ACD calls arriving on trunks
(that is, calls that are not internally generated).
CallsIncomingToday
NULL
DBINT
The total number of inbound and outbound calls that had previously
been offered (for example, calls being played an announcement,
been offered (for example, calls being played an announcement,
CallsInProgress
queued calls, or connected calls) and are currently being handled
for the route at the end of the five-minute interval.
for the route at the end of the five-minute interval.
NULL
DBINT
Number of calls to the route that were removed from the queue
during the five-minute interval (includes abandoned calls).
during the five-minute interval (includes abandoned calls).
CallsLeftQTo5
NULL
DBINT
Number of calls to the route offered in the five-minute interval.
The CallsOffered count includes calls that are overflowed and
The CallsOffered count includes calls that are overflowed and
CallsOfferedTo5
transferred into the service or route. A call is counted as offered
as soon as it is associated with a route.
as soon as it is associated with a route.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
286
Chapter 2: All Tables
Route_Five_Minute Table