Cisco Cisco IP Contact Center Release 4.6.2 Guida All'Installazione

Comments

Child: Call_Type_Half_Hour

Parent: Service_Half_Hour

CallsAnsweredToHalf

CallsHandledHalf

CallsHandledToHalf

CallsOfferedHalf

CallsOfferedToHalf

See Note 1.

DelayQAbandTimeHalf

DelayQAbandTimeToHalf

HandleTimeHalf

HandleTimeToHalf

HoldTimeToHalf

OverflowOutHalf

OverflowOutToHalf

The PeripheralNumber of
this service in the Service

No direct map

SkillTargetID

table maps to the
CallTypeID in the child
table.

TalkTimeHalf

TalkTimeToHalf

TimeZone

Note 1: Any condition on the child causing the call to terminate while in queue is documented
in this field in the database schema. (The child Call Type reports have more granularity with
regard to "error" calls, etc.)

Service_Real_Time Data Mapping

Comments

Child: Call_Type_Real_Time

Parent: Service_Real_Time

AnswerWaitTimeHalf

AnswerWaitTimeTo5

AnswerWaitTimeToday

See Note 1.

AvgRouterDelayQTo5

AvgDelayQATo5

AvgRouterDelayQNow

AvgDelayQNow

See Note 1.

RouterCallsAbandQToHalf

CallsAbandQHalf

See Note 1.

RouterCallsAbandQTo5

CallsAbandQTo5

See Note 1.

RouterCallsAbandQToday

CallsAbandQToday

CallsAnsweredHalf

CallsAnsweredTo5

CallsAnsweredToday

CallsHandledHalf

CallshandledTo5

CallsHandledTo5

CallsHandledToday

CallsOfferedHalf

CallsOfferedTo5

CallsOfferedToday

See Note 1.

DelayQAbandTimeTo5

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)

Understanding Reporting in an IPCC Gateway Deployment

Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model