Cisco Cisco IP Contact Center Release 4.6.2 Technical References
2-72
Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 2 Table Details
Call_Type_Half_Hour Table
CallsAnsweredToHalf
The total number of calls of this call type
answered by agents in the current half-hour
interval.
answered by agents in the current half-hour
interval.
This field is applicable to both ICM and IPCC
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
DBINT
NULL
CallsHandledHalf
The total number of calls of this call type handled
in the current half-hour.
in the current half-hour.
Termination_Call_Detail records with a
CallDisposition of 6, 13, 14, 28, 29, 30, or 34 are
counted as CallHandled.
CallDisposition of 6, 13, 14, 28, 29, 30, or 34 are
counted as CallHandled.
handled
A handled call is:
•
An incoming ACD call that was answered by
an agent, and then completed.
an agent, and then completed.
•
A call associated with Outbound Option that
the agent answered, and then completed.
the agent answered, and then completed.
•
A non-voice task that the agent started
working on then completed.
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.
associated with the call/task finishes the wrap-up
work associated with the call/task.
This field is applicable to both ICM and IPCC
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
DBINT
NULL
CallsOfferedHalf
The total number of calls of this call type offered
during the half-hour interval.
during the half-hour interval.
This field is applicable to both ICM and IPCC
Enterprise.
Enterprise.
DBINT
NULL
CallsQHandledToHalf
Number of calles
in the half-hour interval
that were queued in the Router at any time during
their life.
their life.
This field is applicable to both ICM and IPCC
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
DBINT
NULL
Table 2-61 Call_Type_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option