Cisco Cisco IP Contact Center Release 4.6.2 Technical References
2-257
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Real_Time Table
WorkReadyTimeTo5
Total seconds agents have been in the Work
Ready state during the current five-minute
interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Ready state during the current five-minute
interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
int
NULL
RouterCallsQNow
Number of calls currently queued for the skill
group at the CallRouter.
group at the CallRouter.
Note
Applicable to IPCC, only.
int
NULL
AutoOutCallsTo5
Total number of completed AutoOut (predictive)
calls made by agents in 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) has completed.
calls made by agents in 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) has completed.
int
NULL
AutoOutCallsTimeTo5
Total handle time, in seconds, for completed
AutoOut (predictive) calls handled by agents in
the skill group during the current five-minute
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.
AutoOut (predictive) calls handled by agents in
the skill group during the current five-minute
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
AutoOutCallsTalkTimeTo5
Total talk time, in seconds, for completed
AutoOut (predictive) calls handled by agents in
the skill group during the current five-minute
interval. This value includes the time spent from
the call being initiated to the time the agent
begins after-call work for the call. It is based on
TalkTime from Termination_Call_Detail. It
therefore includes the HoldTime associated with
the call. AutoOutCallsTalkTime is updated in the
database when the after-call work time associated
with the call (if any) has completed.
AutoOut (predictive) calls handled by agents in
the skill group during the current five-minute
interval. This value includes the time spent from
the call being initiated to the time the agent
begins after-call work for the call. It is based on
TalkTime from Termination_Call_Detail. It
therefore includes the HoldTime associated with
the call. AutoOutCallsTalkTime is updated in the
database when the after-call work time associated
with the call (if any) has completed.
int
NULL
PreviewCallsTo5
Total number of outbound Preview calls made by
agents in 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) has completed.
agents in 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) has completed.
int
NULL
Table 2-178 Skill_Group_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option