Cisco Cisco IP Contact Center Release 4.6.1 Technical References
2-252
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Real_Time Table
Skill_Group_Real_Time Table
Local database only.
Contains real time information about each skill group.
The ICM software generates a Skill_Group_Real_Time record for each skill group.
Table 2-178 Skill_Group_Real_Time Table
Field Name
Description
Data Type
Keys and Null
Option
Option
SkillTargetID
Foreign key from the Skill Group table.
int
PK, FK, NOT
NULL
NULL
DateTime
Central Controller date and time that this data
was last updated.
was last updated.
datetime
NOT NULL
AgentOutCallsTo5
The total number of completed outbound ACD
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) is 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) is completed.
int
NULL
AnswerWaitTimeTo5
Current five-minuter interval total of:
•
In ICM, the number of seconds that caller
spent ringing at an agent’s voice device
before being answered by the agent.
spent ringing at an agent’s voice device
before being answered by the agent.
•
In IPCC, the number of seconds calls spent
between first queued being queued to the
skillgroup through Select (LAA) or Queue to
Skillgroup nodes to when they were
answered by an agent.
between first queued being queued to the
skillgroup through Select (LAA) or Queue to
Skillgroup nodes to when they were
answered by an agent.
AnswerWaitTime is associated only with handled
calls and internal calls received.
AnswerWaitTime is calculated as follows:
calls and internal calls received.
AnswerWaitTime is calculated as follows:
DelayTime + LocalQTime + RingTime (all from
the Termination_Call_Detail records).
the Termination_Call_Detail records).
The AnswerWaitTime value is updated in the
database at the time the call is answered.
database at the time the call is answered.
int
NULL
Avail
Number of agents for the skill group in Available
state.
state.
int
NULL
AvailTimeTo5
Total seconds agents in the skill group have been
in the Available state during the current
five-minute interval. AvailTime is included in the
calculation of LoggedOnTime.
in the Available state during the current
five-minute interval. AvailTime is included in the
calculation of LoggedOnTime.
int
NULL