Cisco Cisco IPCC Web Option Technical References

ConferencedOutCallsToHalf

The number of conference calls the agent initiated. 
The conferenced out calls include ACD and 
non-ACD calls. The count of ConferencedOutCalls 
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 seconds the agent spent in conference 
calls that they initiated. The conferenced out calls 
include ACD and non-ACD calls. The value 
includes any HoldTime for the call. 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

HandledCallsTalkTimeToHalf

Total talk time in seconds for Inbound ACD calls 
counted as handled by agents in the skill group 
during the half-hour interval. The value is based on 
TalkTime from the Termination_Call_Detail table. 
It is updated in the database when the after-call work 
time associated with the call (if any) has completed.

int

NULL

HandledCallsTimeToHalf

Total handle time, in seconds, for inbound ACD 
calls counted as handled by the agent in the skill 
group during the half-hour interval. Handle time 
includes the time spent from the call being answered 
by the agent to the time the agent completed after 
call work time for the call. HandledCallsTime is 
based on HoldTime, WorkTime, and TalkTime from 
the Termination_Call_Detail records. The value for 
HandledCallsTime is updated in the database when 
the after-call work time associated with the call (if 
any) has completed.

int

NULL

HoldTimeToHalf

Number of seconds where all calls to the agent are 
on hold during the half-hour interval. HoldTime is 
counted only while the agent is doing no other 
call-related activity. HoldTime is included in the 
calculation of LoggedOnTime.

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) has completed.

int

NULL

IncomingCallsOnHoldToHalf

The total number of completed inbound ACD calls 
the agent 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