Cisco Cisco ICM Web Tools User Guide

at a peripheral. It is generated for each call that arrives at a peripheral (provided the proper
monitoring is enabled for the peripheral).

•

If there is a Call Alert event, the amount of time the call spent ringing is added to the Call
object for RingTime in the Termination_Call_Detail record.

RingTime is the number of seconds that the call spent ringing at the agent’s teleset before
being answered.

•

If the answering device is an agent, the following data elements and call objects are changed:

–

The AgentsTalking data element for the service and/or route associated with the call is
increased by one (+1).

AgentsTalking is a service and route database element that provides a count of the number
of service agents currently in one of several talking states.

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The call is associated with the agent and the agent is placed in the TalkingIn state on behalf
of the call. This increases by one (+1) the count for TalkingIn for the skill group associated
with the call the agent is handling.

TalkingIn is a database element for skill groups that provides a count for the number of
agents in the skill group currently talking on inbound calls.

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The parameters used to calculate the database element AvgSpeedAnswer are modified.

AvgSpeedAnswer is a service and route data element. It provides the average
AnswerWaitTime for all calls to the service or route (that is, the average time that all calls
to the service or route had to wait before being answered). The calculation for
AvgSpeedAnswer is AnswerWaitTime / CallsAnswered.

–

The CallsAnsweredHalf (in the real-time database tables) and CallAnsweredTo5 (in the
five-minute tables), are increased by one (+1).

–

The AnswerWaitTime for the call is added and written to the database.

AnswerWaitTime is the elapsed time from when the call was offered at the peripheral to
when is was answered. It includes any RingTime, LocalQTime, and DelayTime (all from
the Termination_Call_Detail records) associated with calls.

–

RingTime, LocalQTime, and DelayTime are added to AnswerWaitTimeTo5.

–

TalkTime for the call begins to be monitored.

TalkTime is a service completed call time data element. It is populated with TalkTime
and HoldTime from the Termination_Call_Detail record for the call. The value is not
updated in the database until any after-call work associated with the call is completed.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)