Cisco Cisco E-Mail Manager Unity Integration Option Technical References

AvgHandledCallsTimeTo5

The average talk time in seconds for calls counted 
as 

 by the skill group during the 

five-minute interval. This value is calculated as 
follows:

The AvgHandledCallsTime value is updated in the 
database when any after-call work time associated 
with the call is completed.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

BusyOther

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

DBINT

NULL

BusyOtherTimeTo5

Number of seconds agents spent in the BusyOther 
state. BusyOtherTime is included in the 
calculation of LoggedOnTime.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

CallsAnsweredTo5

Number of calls answered by agents in the skill 
group during the past five minutes. The count for 
CallsAnswered is updated at the time the call is 
answered.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

CallsHandledTo5

Calls that by been answered and have completed 
wrap-up by the skill group during the five-minute 
interval.

This field is applicable for both ICM, IPCC 
Enterprise and Outbound Option.

A handled call is:

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.

DBINT

NULL

DateTime

Central Controller date and time at the start of the 
five-minute interval.

DBSMALLDATE

PK

NOT NULL