Cisco Cisco E-Mail Manager Unity Integration Option Technical References

ShortCallsToHalf

The number of calls answered by the agent 
where the duration of the calls falls short of 
the Abandoned Call Wait Time threshold. 
You might choose to factor these calls out of 
handle time statistics that you calculate. A 
call is determined to be a short call if it is 
abandoned before the Abandoned Call Wait 
Time expired. Short calls are not considered 
abandoned, nor are they accounted for in 
any of the ICM abandoned calls 
calculations.

int

NULL

RouterCallsAbandQToHalf

Number of calls queued to the group by the 
CallRouter that were abandoned during the 
half- hour interval.

Applicable to IPCC, only.

int

NULL

RouterQueueCallsToHalf

Number of calls queued to the group by the 
CallRouter during the half- hour interval.

int

NULL

AutoOutCallsToHalf

The total number of completed AutoOut 
(predictive) calls made by agents in the skill 
group during the half-hour interval. The 
value is updated in the database when the 
after-call work time associated with the call 
(if any) has completed.

int

NULL

AutoOutCallsTimeToHalf

The total handle time, in seconds, for 
completed AutoOut (predictive) calls 
handled by agents in the skill group during 
the half-hour interval. Handle time includes 
WorkTime, TalkTime, and HoldTime, all of 
which are taken from the 
Termination_Call_Detail records. The 
AutoOutCallsTime value includes the time 
spent from the call being initiated 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) has 
completed.

int

NULL