Cisco Cisco IP Contact Center Release 4.6.2 Technical References
2-21
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Skill_Group_Half_Hour Table
PreviewCallsTalkTImeToHalf
The total talk time, in seconds, for completed
outbound Preview 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.
PreviewCallsTalkTime 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. 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.
PreviewCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
int
NULL
PreviewCallsOnHoldToHalf
The total number of completed outbound Preview
calls that the agent in the skill group 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 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
PreviewCallsOnHoldTimeToHalf
The total number of seconds that outbound Preview
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.
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
ReserveCallsToHalf
The total number of completed agent reservation
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
ReserveCallsTimeToHalf
The total handle time, in seconds, for completed
agent reservation 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
ReserveCallsTime 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.
agent reservation 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
ReserveCallsTime 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