Cisco Cisco E-Mail Manager Unity Integration Option Technical References

RedirectNoAnsCallsTimeToHalf

The number of seconds ACD calls rang at the 
agent’s terminal before being redirected on failure 
to answer. The value is updated in the database at the 
time the call is diverted to another device.

int

NULL

ReservedStateTimeToHalf

Total seconds the agent in the skill group was in the 
Reserved state during the half-hour interval. 
ReservedStateTime is included in the calculation of 
LoggedOnTime.

int

NULL

ShortCallsToHalf

Number of calls answered by the agent where the 
duration of the calls falls short of the Abandoned 
Call Wait Time. 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 
and are not accounted for in any of the ICM 
abandoned calls calculations.

int

NULL

SupervAssistCallsTimeToHalf

Number of seconds that agents in the skill group 
spent on supervisor- assisted calls during the half- 
hour interval. The value is updated in the database 
when the supervisor assist call completes.

int

NULL

SupervAssistCallsToHalf

Number of calls for which agents received 
supervisor assistance during the half- hour interval. 
The value is updated in the database when the 
supervisor assist call completes.

int

NULL

TalkInTimeToHalf

Number of seconds that agents in the skill group 
spent talking on inbound ACD calls (neither 
outbound nor internal) during the half-hour interval. 
TalkInTime is included in the calculation of 
TalkTime and LoggedOnTime.

int

NULL

TalkOtherTimeToHalf

Number of seconds that agents in the skill group 
spent talking on internal outbound or consultative 
transfer calls (examples: agent-to-agent transfers 
and supervisor calls) during the half-hour interval. 
TalkOtherTime is included in the calculation of 
TalkTime and LoggedOnTime.

int

NULL

TalkOutTimeToHalf

Number of seconds that agents in the skill group 
spent talking on external outbound or consultative 
transfer calls during the half-hour interval. 
TalkOutTime is included in the calculation of 
TalkTime and LoggedOnTime.

int

NULL