Cisco Cisco Administrative Workstation Referencia técnica

SupervAssistCallsToHalf

Number of calls for which agents received 
supervisor assistance during the half-hour 
interval. The value is updated in the database when 
the supervisor-assisted call completes.

This field is applicable for IPCC Enterprise.

DBINT

NULL

TalkAutoOutTimeToHalf

Number of seconds the agent spent talking on 
AutoOut (predictive) calls during the half-hour 
interval. TalkAutoOutTimeToHalf is included in 
the calculation of LoggedOnTimeToHalf.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

TalkInTimeToHalf

Number of seconds agents associated with this 
skill group spent talking on inbound ACD calls 
(neither internal nor outbound) during the 
half-hour interval. TalkInTime is included in the 
calculation of TalkTime and LoggedOnTime.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

TalkOtherTimeToHalf

Number of seconds agents spent talking on other 
calls (neither inbound nor outbound) during the 
half-hour interval. Examples of “other calls 
include agent-to-agent transfers and supervisor 
calls. TalkOtherTime is included in the calculation 
of TalkTime and LoggedOnTime.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

TalkOutTimeToHalf

Number of seconds agents associated with this 
skill group spent talking on external outbound or 
consultive transfer calls during the half-hour 
interval. TalkOutTime is included in the 
calculation of TalkTime and LoggedOnTime.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL

TalkPreviewTimeToHalf

Number of seconds the agent spent talking on 
outbound Preview calls during the half-hour 
interval. TalkAutoOutTimeToHalf is included in 
the calculation of LoggedOnTimeToHalf.

This field is applicable for both ICM and IPCC 
Enterprise.

DBINT

NULL