Cisco Cisco Administrative Workstation Technical References

2-379

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

Chapter 2 Table Details

Skill_Group_Real_Time Table

Local database only.

Contains real time information about each skill group.

The ICM software generates a Skill_Group_Real_Time record for each skill group.

Table 2-363 Skill_Group_Real_Time Table Constraints

Constraint

Field Name(s)

SkillTargetID

Table 2-364 Skill_Group_Real_Time Table

Field Name

Description

Data Type

Keys and
Null Option

AgentOutCallsTimeTo5

The total handle time, in seconds, for outbound
ACD calls associated with this skill group that
ended during the five-minute interval. Handle time
includes WorkTime, TalkTime, and HoldTime.

The AgentOutCallsTime value includes the time
spent from the call being initiated by the agent to
the time the agent completes after-call work time
for the call. The value is updated in the database
when the after-call work time associated with the
call (if any) is completed.

This field is applicable for both ICM and IPCC
Enterprise.

DBINT

NULL

AgentOutCallsTo5

The total number of outbound ACD calls
associated with this skill group that ended during
the current five-minute interval. The value is
updated in the database when the after-call work
time associated with the call (if any) is completed.

This field is applicable for both ICM and IPCC
Enterprise.

DBINT

NULL