Cisco Cisco IP Contact Center Release 4.6.1 Referencia técnica

• A non-voice task that the agent started working on then

completed.

A handled call/task is completed when the agent associated with
the call/task finishes the wrap-up work associated with the call/task.

NULL

DBINT

Number of calls handled to completion by the service since
midnight.

CallsHandledToday

NULL

DBINT

Number of incoming calls to this service since midnight. Incoming
calls include only Inbound ACD calls arriving on trunks (that is,
calls that are not internally generated).

CallsIncomingToday

NULL

DBINT

Number of inbound and outbound calls that had previously been
offered (for example, calls being played an announcement, queued

CallsInProgress

calls, or connected calls) and are currently being handled for the
service.

NULL

DBINT

Number of calls to the service that were removed from queue during
the five-minute interval (used to calculate expected delay).

CallsLeftQTo5

NULL

DBINT

Number of calls offered to the service during the five-minute
interval.

CallsOfferedTo5

NULL

DBINT

Number of incoming calls plus internal calls offered to this service
since midnight.

CallsOfferedToday

NULL

DBINT

Calls in queue for the service at the peripheral at the end of the
five-minute interval. A call that queues multiple times will be
counted as queued once for the service.

CallsQNow

NULL

DBINT

Number of calls the ICM software routed to this service since
midnight.

CallsRoutedToday

PK NOT NULL

DBSMALLDATE

Date and time at the start of the five-minute interval.

DateTime

NULL

DBFLT4

Predicted delay for any new call added to the service queue at the
end of the five-minute interval. This is valid only if no agents are
available.

ExpectedDelay

NULL

DBINT

Number of seconds the longest available agent for the service had
been available as of the end of the five-minute interval. If no agent
was available, the value is 0.

LongestAvailAgent

NULL

DBINT

Length of time that longest call in the queue for the service had
been there at the end of the five-minute interval.

LongestCallQ

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)