Cisco Cisco IPCC Web Option Technical References

ConferencedInCallsToHalf

The number of incoming calls skill group 
agents were conferenced into. Incoming 
calls include ACD and non-ACD calls. The 
value is updated in the database when the 
agent drops off the call or the call becomes 
a simple two-party call.

int

NULL

ConferencedInCallsTimeToHalf

The number of seconds skill group agents 
were involved in an incoming conference 
calls. Conferenced in calls include both 
ACD and non-ACD calls. This database 
element uses ConferenceTime from the 
Termination_Call_Detail records. The 
value is updated in the database when the 
agent drops off the call or the call becomes 
a simple two-party call.

int

NULL

ConferencedOutCallsToHalf

The number of conference calls that the 
skill group agents initiated. The 
conferenced out calls include ACD and 
non-ACD calls. The value is updated in the 
database when the agent drops off the call or 
the call becomes a simple two-party call.

int

NULL

ConferencedOutCallsTimeToHalf

The number of seconds that agents spent on 
conference calls that they initiated. This 
includes time spent on both ACD and 
non-ACD conference calls initiated by the 
agent. This database element uses 
ConferenceTime from the 
Termination_Call_Detail table. The value is 
updated in the database when the agent 
drops off the call or the call becomes a 
simple two-party call.

int

NULL

IncomingCallsOnHoldTimeToHalf

Total number of seconds that completed 
inbound ACD calls were placed on hold 
during the half-hour interval. The value is 
based on HoldTime from the 
Termination_Call_Detail records. The 
value is updated in the database when the 
after-call work time associated with the call 
(if any) is completed.

int

NULL

IncomingCallsOnHoldToHalf

The total number of completed inbound 
ACD calls that skill group agents 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) is 
completed.

int

NULL