Cisco Cisco Unified Contact Center Enterprise 9.0(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
Service_Five_Minute Table
Service_Five_Minute Table
Central database only.
Contains statistics about each service during the most recent five-minute interval.
The ICM software generates Service_Five_Minute records for each service.
Table 2-343 Service_Five_Minute Table Constraints
Constraint
Field Name(s)
PK
DateTime
SkillTargetID,
TimeZone
SkillTargetID,
TimeZone
AK-1
RecoveryKey
FK
SkillTargetID
Table 2-344 Service_Five_Minute Table
Field Name
Description
Data Type
Keys and
Null Option
Null Option
AgentsTalking
Number of service agents in the talking state at the
end of the five-minute interval.
end of the five-minute interval.
DBINT
NULL
AvgDelayQAbandTo5
Average delay time of abandoned calls in queue
for the service during the five-minute interval.
for the service during the five-minute interval.
DBINT
NULL
AvgDelayQNow
Average delay for calls currently queued for the
service at the end of the five-minute interval.
service at the end of the five-minute interval.
DBINT
NULL
AvgHandleTimeTo5
The average
calls time in seconds for calls
to the service that ended during the five-minute
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.
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.
DBINT
NULL
AvgSpeedAnswerTo5
Average answer wait time for all incoming calls to
the service during the five-minute interval.
the service during the five-minute interval.
DBINT
NULL
AvgTalkTimeTo5
The average talk time in seconds for calls to the
service during the five-minute 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 or
route. The field is updated in the database when all
after-call work associated with the calls is
completed.
service during the five-minute 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 or
route. The field is updated in the database when all
after-call work associated with the calls is
completed.
DBINT
NULL