Cisco Cisco IP Contact Center Release 4.6.2 Technical References
2-20
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Skill_Group_Half_Hour Table
AutoOutCallsTalkTimeToHalf
The total talk time, in seconds, for completed
AutoOut (predictive) calls handled by the agent in
the skill group during the half-hour 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 the agent in
the skill group during the half-hour 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
AutoOutCallsOnHoldToHalf
The total number of completed AutoOut (predictive)
calls that the agent in the skill group has placed on
hold at least once. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
calls that the agent in the skill group has placed on
hold at least once. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
int
NULL
AutoOutCallsOnHoldTimeToHalf
The total number of seconds that AutoOut
(predictive) calls were placed on hold by the agent
in the skill group during the half-hour interval. This
data element is based on HoldTime from the
Termination_Call_Detail record. The value is
updated in the database when the after-call work
associated with the call (if any) has completed.
(predictive) calls were placed on hold by the agent
in the skill group during the half-hour interval. This
data element is based on HoldTime from the
Termination_Call_Detail record. The value is
updated in the database when the after-call work
associated with the call (if any) has completed.
int
NULL
PreviewCallsToHalf
The total number of completed outbound Preview
calls made by the agent 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.
calls made by the agent 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
PreviewCallsTimeToHalf
The total handle time, in seconds, for completed
outbound Preview calls handled by the agent 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
PreviewCallsTime 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.
outbound Preview calls handled by the agent 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
PreviewCallsTime 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
Table 2-8
Agent_Skill_Group_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option