Cisco Cisco IPCC Web Option Technical References
2-217
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Service_Real_Time Table
Related tables:
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill Group (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Service_Real_Time Table
Local database only.
Contains real time information about each service.
The ICM software automatically generates a Service_Real_Time record for each service.
Table 2-173 Service_Real_Time Table
Field Name
Description
Data Type
Keys and Null
Option
Option
SkillTargetID
Foreign key from Service 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
AgentsTalking
Number of service agents currently in the
talking state.
talking state.
int
NULL
AnswerWaitTimeHalf
Sum of answer wait time in seconds for all
incoming calls to the service during the current
half-hour interval.
incoming calls to the service during the current
half-hour interval.
int
NULL
AnswerWaitTimeTo5
Sum of answer wait time in seconds for all
incoming calls to the service during the current
five-minute interval.
incoming calls to the service during the current
five-minute interval.
int
NULL
AnswerWaitTimeToday
Sum of answer wait time in seconds for all
incoming calls to the service since midnight.
incoming calls to the service since midnight.
int
NULL
AvgDelayQAbandTo5
Average delay time of abandoned calls in queue
during the current five-minute interval. This
value is calculated as follows:
during the current five-minute interval. This
value is calculated as follows:
DelayQAbandTimeTo5 / CallsAbandQTo5.
int
NULL
AvgDelayQNow
Average delay for calls currently in queue for
the service.
the service.
int
NULL