Cisco Cisco E-Mail Manager Unity Integration Option Technical References
2-325
Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 2 Table Details
Service_Half_Hour Table
AvgDelayQToHalf
Average delay in the queue for calls to the service
during the half-hour interval:
during the half-hour interval:
DelayQTimeToHalf / CallsQToHalf
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
DBINT
NULL
AvgHandleTimeToHalf
The average
calls time in seconds for calls
counted as handled by the service during the
half-hour interval. HandleTime is tracked 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. The value is calculated as
follows:
half-hour interval. HandleTime is tracked 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. The value is calculated as
follows:
HandleTimeToHalf / CallsHandledToHalf
Valid for IPCC Enterprise.
DBINT
NULL
AvgSpeedAnswerToHalf
The average answer wait time that all calls offered
to the service waited before being answered. This
value is calculated as follows:
to the service waited before being answered. This
value is calculated as follows:
AnswerWaitTimeToHalf /
CallsAnsweredToHalf
CallsAnsweredToHalf
Valid for IPCC Enterprise.
DBINT
NULL
AvgTalkTimeToHalf
Average talk time in seconds for calls to the
service ending during the half-hour interval. Talk
time includes the time that calls were in a talking
or hold state. It is populated with the TalkTime and
HoldTime associated with call to the service. The
field is updated in the database when any after-call
work associated with the calls is completed. The
value is calculated as follows:
service ending during the half-hour interval. Talk
time includes the time that calls were in a talking
or hold state. It is populated with the TalkTime and
HoldTime associated with call to the service. The
field is updated in the database when any after-call
work associated with the calls is completed. The
value is calculated as follows:
TalkTimeToHalf / CallsHandledToHalf
Valid for IPCC Enterprise.
DBINT
NULL
BlindTransfersOutToHalf
Number of calls that were blind transferred out by
agents in this service during the half-hour interval.
agents in this service during the half-hour interval.
DBINT
NULL
CallsAbandQToHalf
Number of calls abandoned in queue for the
service during the half-hour interval.
service during the half-hour interval.
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
DBINT
NULL
Table 2-346 Service_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option