Cisco Cisco IP Contact Center Release 4.6.2 Technical References
2-256
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Real_Time Table
TalkingOut
Number of agents in the skill group currently
talking on outbound calls.
talking on outbound calls.
int
NULL
TalkInTimeTo5
Total seconds agents spent talking on inbound
calls for the skill group during the current
five-minute interval. TalkInTime is included in
the calculation of TalkTime and LoggedOnTime.
calls for the skill group during the current
five-minute interval. TalkInTime is included in
the calculation of TalkTime and LoggedOnTime.
int
NULL
TalkOtherTimeTo5
Total seconds agents spent talking on other calls
(neither inbound nor outbound) for the skill
group during the current five-minute interval.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.
(neither inbound nor outbound) for the skill
group during the current five-minute interval.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.
int
NULL
TalkOutTimeTo5
Total seconds agents spent talking on outbound
calls for the skill group during the current
five-minute interval. TalkOutTime is included in
the calculation of TalkTime and LoggedOnTime.
calls for the skill group during the current
five-minute interval. TalkOutTime is included in
the calculation of TalkTime and LoggedOnTime.
int
NULL
TalkTimeTo5
Total seconds agents in the skill group have been
in the Talking state during the current five-minute
interval. This value is calculated as follows:
in the Talking state during the current five-minute
interval. This value is calculated as follows:
TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5
TalkOtherTimeTo5
int
NULL
TransferInCallsTimeTo5
Total number of seconds agents spent on calls
transferred into the skill group 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.
transferred into the skill group 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.
int
NULL
TransferInCallsTo5
Number of calls transferred into the skill group
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.
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.
int
NULL
TransferOutCallsTo5
Number of calls transferred out of the skill group
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.
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.
int
NULL
WorkNotReady
Number of agents in the skill group in the Work
Not Ready state.
Not Ready state.
int
NULL
WorkNotReadyTimeTo5
Total seconds agents have been in the Work Not
Ready state during the current five-minute
interval. WorkNotReadyTime is included in the
calculation of LoggedOnTime.
Ready state during the current five-minute
interval. WorkNotReadyTime is included in the
calculation of LoggedOnTime.
int
NULL
WorkReady
Number of agents in the skill group in the Work
Ready state.
Ready state.
int
NULL
Table 2-178 Skill_Group_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option