Cisco Cisco IP Contact Center Release 4.6.2 Technical References

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Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)

Chapter 2 Table Details

Route_Real_Time Table

Local database only.

Each row contains real time information about a route.

The ICM software generates a Route_Real_Time record for each route.

Table 2-291 Route_Real_Time Table Constraints

Constraint

Field Name(s)

RouteID

Table 2-292 Route_Real_Time Table

Field Name

Description

Data Type

Keys and
Null Option

AgentsTalking

Number of agents for the route currently in the
talking state

DBINT

NULL

AnswerWaitTimeHalf

Sum of answer wait time in seconds for all calls
offered to the route during the current half-hour
interval.

DBINT

NULL

AnswerWaitTimeTo5

Sum of answer wait time in seconds for all calls
offered to the route during the current five-minute
interval.

DBINT

NULL

AnswerWaitTimeToday

Sum of answer wait time in seconds for all calls
offered to the route since midnight.

DBINT

NULL

AvgDelayQAbandTo5

Average delay time of abandoned calls in queue
for the route during the current five-minute
interval: DelayQAbandTimeTo5 /
CallsAbandQTo5.

DBINT

NULL

AvgDelayQNow

Average delay for calls to the route currently in
queue.

DBINT

NULL

AvgHandleTimeTo5

Average handle time in seconds for calls to the
route ending during the current five-minute
interval: HandleTimeTo5 / CallsHandledTo5.

DBINT

NULL

AvgSpeedAnswerTo5

Average answer wait time for all calls offered to
the route during the current five-minute interval:
AnswerWaitTimeTo5 / CallsOfferedTo5.

DBINT

NULL

AvgTalkTimeTo5

Average talk time in seconds for calls to the route
ending during the current five-minute interval:
TalkTimeTo5 / CallsHandledTo5.

DBINT

NULL

CallsAbandQHalf

Number of calls to this route abandoned while in
queue or ringing during the current half-hour
interval.

DBINT

NULL