Cisco Cisco E-Mail Manager Unity Integration Option Riferimenti tecnici
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Cisco ICM Software Database Schema Handbook
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Chapter 2 Table Details
Skill_Group_Half_Hour Table
Skill_Group_Half_Hour Table
Central database only.
Contains statistics about each skill group during the last 30-minute interval.
The ICM generates Skill_Group_Half_Hour records for each skill group.
Table 2-176 Skill_Group_Half_Hour Table
Field Name
Description
Data Type
Keys and Null
Option
Option
DateTime
The date and time at the start of the
half-hour interval.
half-hour interval.
smalldatetime
PK, NOT NULL
SkillTargetID
Foreign key from Skill Group table.
int
PK, FK, NOT
NULL
NULL
TimeZone
The time zone for the date and time. The
value is the offset in minutes from GMT.
value is the offset in minutes from GMT.
int
PK, NOT NULL
CallbackMessagesToHalf
Number of callback messages processed by
the skill group during the half-hour interval.
the skill group during the half-hour interval.
int
NULL
CallbackMessagesTimeToHalf
Number of seconds the skill group spent
processing callback messages during the
half-hour interval.
processing callback messages during the
half-hour interval.
int
NULL
AvgHandledCallsTalkTimeToHalf
Average talk time in seconds for calls
counted as handled by the skill group during
the half-hour interval. This value is
calculated as follows:
counted as handled by the skill group during
the half-hour interval. This value is
calculated as follows:
HandledCallsTalkTimeToHalf /
CallHandledToHalf
CallHandledToHalf
AvgHandledCallsTalkTime is calculated
only for handled calls, which are calls that
are finished (that is, any after-call work
associated with the call has been
completed). HandledCallsTalkTime
includes time agents spend in the TalkingIn,
TalkingOut, and TalkingOther states. This
field is updated in the database when any
after-call work associated with the call is
completed.
only for handled calls, which are calls that
are finished (that is, any after-call work
associated with the call has been
completed). HandledCallsTalkTime
includes time agents spend in the TalkingIn,
TalkingOut, and TalkingOther states. This
field is updated in the database when any
after-call work associated with the call is
completed.
int
NULL
HoldTimeToHalf
Number of seconds where all calls to an
agent are on hold during the half-hour
interval. HoldTime is counted only while
the agent is doing no other call-related
activity. HoldTime is included in the
calculation of LoggedOnTime.
agent are on hold during the half-hour
interval. HoldTime is counted only while
the agent is doing no other call-related
activity. HoldTime is included in the
calculation of LoggedOnTime.
int
NULL