Cisco Cisco Administrative Workstation Technical References

Central database only.

Contains statistics about each skill group during the last 30-minute interval.

The ICM generates Skill_Group_Half_Hour records for each skill group.

DateTime

The date and time at the start of the 
half-hour interval.

smalldatetime

PK, NOT NULL

SkillTargetID

Foreign key from Skill Group table.

int

PK, FK, NOT 
NULL

TimeZone

The time zone for the date and time. The 
value is the offset in minutes from GMT.

int

PK, NOT NULL

CallbackMessagesToHalf

Number of callback messages processed by 
the skill group during the half-hour interval.

int

NULL

CallbackMessagesTimeToHalf

Number of seconds the skill group spent 
processing callback messages during the 
half-hour interval.

int

NULL

AvgHandledCallsTalkTimeToHalf

Average talk time in seconds for calls 
counted as handled by the skill group during 
the half-hour interval. This value is 
calculated as follows:

HandledCallsTalkTimeToHalf / 
CallHandledToHalf

AvgHandledCallsTalkTime is calculated 
only for handled calls, which are calls that 
are finished (that is, any after-call work 
associated with the call has been 
completed). HandledCallsTalkTime 
includes time agents spend in the TalkingIn, 
TalkingOut, and TalkingOther states. This 
field is updated in the database when any 
after-call work associated with the call is 
completed.

int

NULL

HoldTimeToHalf

Number of seconds where all calls to an 
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