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

Route (via RouteID)

AvgHandleTimeTo5

Average handle time in seconds for calls to the 
route ending during the five-minute interval. 
This includes any HoldTime, TalkTime, and 
WorkTime associated with the call (all from 
Termination_Call_Detail). The HandleTime and 
AvgHandleTime values are updated in the 
database when the after-call work time 
associated with the call (if any) is completed.

int

NULL

AvgDelayQNow

Average delay in queue for the route at the end 
of the five-minute interval.

int

NULL

CallsQNow

Calls in queue for the route at the peripheral at 
the end of the interval.

int

NULL

AgentsTalking

Number of agents in the Talking state for the 
route at the end of the five-minute interval.

int

NULL

CallsLeftQTo5

Number of calls to the route that were removed 
from the queue during the current five-minute 
interval (includes abandoned calls).

int

NULL

CallsAnsweredToday

Number of calls to the route answered since 
midnight.

int

NULL

CallsAnsweredTo5

Number of calls to the route answered during the 
five-minute interval.

int

NULL

RecoveryDay

A value used internally by the ICM software to 
track virtual time.

int

NOT NULL

RecoveryKey

A value used internally by the ICM software to 
track virtual time.

float

AK1, NOT 
NULL