Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
2-267
Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 2 Table Details
Route_Five_Minute Table
CallsAnsweredToday
Number of calls to the route answered since
midnight.
midnight.
DBINT
NULL
CallsHandledTo5
Number of calls to the route handled during the
five-minute DBINTerval. A call is counted as
handled when the call is finished (that is, when any
after-call work associated with the call is
completed).
five-minute DBINTerval. A call is counted as
handled when the call is finished (that is, when any
after-call work associated with the call is
completed).
Handled Call
•
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.
DBINT
NULL
CallsHandledToday
Running total of calls to the route
at the
peripheral since midnight. CallsHandled includes
all calls handled by any answering resource for the
route (for example, an IVR, agent, or voice mail
port).
all calls handled by any answering resource for the
route (for example, an IVR, agent, or voice mail
port).
DBINT
NULL
CallsIncomingToday
Running total of incoming calls to this route since
midnight. Incoming calls include only Inbound
ACD calls arriving on trunks (that is, calls that are
not internally generated).
midnight. Incoming calls include only Inbound
ACD calls arriving on trunks (that is, calls that are
not internally generated).
DBINT
NULL
CallsInProgress
The total number of inbound and outbound calls
that had previously been offered (for example,
calls being played an announcement, queued calls,
or connected calls) and are currently being
that had previously been offered (for example,
calls being played an announcement, queued calls,
or connected calls) and are currently being
for the route at the end of the five-minute
interval.
DBINT
NULL
CallsLeftQTo5
Number of calls to the route that were removed
from the queue during the current five-minute
interval (includes abandoned calls).
from the queue during the current five-minute
interval (includes abandoned calls).
DBINT
NULL
CallsOfferedTo5
Number of calls to the route offered in the
five-minute interval. The CallsOffered count
includes calls that are overflowed and transferred
into the service or route. A call is counted as
offered as soon as it is associated with a route.
five-minute interval. The CallsOffered count
includes calls that are overflowed and transferred
into the service or route. A call is counted as
offered as soon as it is associated with a route.
DBINT
NULL
CallsOfferedToday
Running total of incoming calls plus internal calls
offered to the route since midnight.
offered to the route since midnight.
DBINT
NULL
Table 2-288 Route_Five_Minute Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option