Cisco Cisco IP Contact Center Release 4.6.2 Technical References
2-22
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Skill_Group_Half_Hour Table
ReserveCallsTalkTimeToHalf
The total talk time, in seconds, for completed agent
reservation 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.
ReserveCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
reservation 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.
ReserveCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
int
NULL
ReserveCallsOnHoldToHalf
The total number of completed agent reservation
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
ReserveCallsOnHoldTimeToHalf
The total number of seconds agent reservation 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.
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
TalkAutoOutTimeToHalf
The number of seconds the agent spent talking on
AutoOut (predictive) calls during the half-hour
interval. TalkAutoOutTime is included in the
calculation of LoggedOnTime.
AutoOut (predictive) calls during the half-hour
interval. TalkAutoOutTime is included in the
calculation of LoggedOnTime.
int
NULL
TalkPreviewTimeToHalf
The number of seconds the agent spent talking on
outbound Preview calls during the half-hour
interval. TalkPreviewTime is included in the
calculation of LoggedOnTime.
outbound Preview calls during the half-hour
interval. TalkPreviewTime is included in the
calculation of LoggedOnTime.
int
NULL
TalkReserveTimeToHalf
The number of seconds the agent spent talking on
agent reservation calls during the half-hour interval.
TalkReserveTime is included in the calculation of
LoggedOnTime.
agent reservation calls during the half-hour interval.
TalkReserveTime is included in the calculation of
LoggedOnTime.
int
NULL
BargeInCallsToHalf
The number of calls barged in on either by the
supervisor or by the agent.
supervisor or by the agent.
int
NULL
InterceptCallsToHalf
The number of calls intercepted either by the
supervisor or by the agent.
supervisor or by the agent.
int
NULL
MonitorCallsToHalf
The number of calls monitored either by the
supervisor or by the agent.
supervisor or by the agent.
int
NULL
WhisperCallsToHalf
The number of calls coached either by the
supervisor or by the agent.
supervisor or by the agent.
int
NULL
Table 2-8
Agent_Skill_Group_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option