Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

Certain statistics within the ICM software's database are updated at five-minute intervals. The 

first such interval for each day begins at 12:00 midnight and ends at 12:05 A.M. The date and 

time at the start of the five-minute interval is saved with the data. This allows you to look back at 

data from previous five-minute intervals. During a five-minute interval, statistics accumulate in 

real-time tables (for example, Service_Real_Time). At the end of the interval, the statistics are 

written to five-minute tables (for example, Service_Five_Minute).

An exact date defined in a report that does not change depending on when the report is run.

Holds an eight-byte floating-point value with 15-digit precision.

A task is considered forced closed if it is a task that ICM was tracking at the time that the 

connection between the application instance and the CTI server went down, the application 

instance went down, or the CTI server went down. OPC keeps track of the number of tasks that 

were forced closed in each half hour interval. The OPC also creates a termination record for each 

task indicating that it was abnormally terminated.

FTE is the number of full-time agents that would be required during an interval to perform the 

work done during that interval. To calculate the FTE, divide the number of seconds of work 

performed by the number of seconds in the interval. 
For example, if agents spent a total of 7200 seconds handling calls during a half-hour (1800 

second) interval, the FTE for call handling during the interval is: 7200 person-seconds / 1800 

seconds = 4 persons. This means that if all agents spent full-time handling tasks during the 

interval, the work could have been done by four agents. The Not Active state is a state where the 

agent is ready to accept calls, but is not currently involved in call work.

The Full Time Equivalent (FTE) value for the number of agents in the Not Active state during an 

interval. 

The FTE value for the number of agents in the Hold state during an interval. The Hold state is a 

state in which an agent has all active tasks on hold. 

The FTE value for the number of agents in the Not Ready state during an interval. This is a state 

in which agents are logged on, but neither involved in task handling activity nor available to 

handle a task. 

The FTE value for the number of agents logged on during an interval. FTE is the number of 

full-time agents that would be required during an interval to perform the work done during that 

interval. To calculate the FTE, divide the number of seconds of work performed by the number of 

seconds in the interval.