Cisco Cisco Administrative Workstation Technical References

Skill Group (via SkillTargetID)

TalkTimeTo5

Number of seconds agents in the skill group were 
in the Talking state during the five-minute 
interval.

int

NULL

WorkReadyTimeTo5

Number of seconds agents in the skill group were 
in the Work Ready state during the five-minute 
interval. WorkReadyTime is included in the 
calculation of LoggedOnTime.

int

NULL

WorkNotReadyTimeTo5

Number of seconds agents in the skill group were 
in the Work Not Ready state during the 
five-minute interval. WorkNotReadyTime is 
included in the calculation of LoggedOnTime.

int

NULL

RecoveryDay

A value used internally by the ICM software to 
track virtual time.

int

NOT NULL

RecoveryKey

A value used internally by the ICM software to 
track virtual time.

float

AK1, NOT 
NULL

BusyOther

Number of agents in the BusyOther state at the 
end of the five-minute interval.

int

NULL

BusyOtherTimeTo5

Number of seconds agents spent in the 
BusyOther state. BusyOtherTime is included in 
the calculation of LoggedOnTime.

int

NULL

CallsAnsweredTo5

Number of calls answered by agents in the skill 
group during the past five minutes. The count for 
CallsAnswered is updated in the database at the 
time the call is answered.

int

NULL

ReservedStateTimeTo5

Time agents in the skill group spent in the 
Reserved state during the past five minutes. 
ReservedStateTime is included in the calculation 
of LoggedOnTime.

int

NULL

LongestAvailAgent

Time in seconds that the longest available agent 
for the skill group has been available.

int

NULL