Cisco Cisco Unified Contact Center Enterprise 9.0(2) Referencia técnica

AvgHandleTimeToHalf

The average 

 calls time in seconds for calls 

counted as handled for the route during the 
half-hour interval. HandleTime is tracked only for 
inbound ACD calls that are counted as handled for 
the service. HandleTime is the time spent from the 
call being answered by the agent to the time the 
agent completed after-call work time for the call. 
This includes any TalkTime, HoldTime, and 
WorkTime associated with the call. This value is 
calculated as follows:

The AvgHandleTime value is updated in the 
database when the after-call work time associated 
with the call is completed.

DBINT

NULL

AvgSpeedAnswerToHalf

Average answer wait time for all incoming calls to 
the route in the half-hour interval. This value is 
calculated as follows:

DBINT

NULL

AvgTalkTimeToHalf

The average talk time in seconds for calls to the 
route. Talk time includes the time that calls were 
in a talking or hold state. It is populated with the 
TalkTime and HoldTime associated with call to 
the route (from Termination_Call_Detail). This 
value is calculated as follows:

The field is updated in the database when all 
after-call work associated with the call is 
completed.

DBINT

NULL

BlindTransfersOutToHalf

The number of calls that were blind transferred out 
for this route during the half-hour interval.

DBINT

NULL

CallsAbandQToHalf

Number of calls abandoned in queue on this route 
during the half-hour interval.

DBINT

NULL

CallsAnsweredToHalf

The total number of calls answered by agents, 
IVRs, or voice-mail ports for the route during the 
half-hour interval.

DBINT

NULL