Cisco Cisco Unified Contact Center Enterprise 9.0(2) Riferimenti tecnici

ForcedClosedCallsToHalf

Number of calls to the service that were 
determined to be closed following an 
interruption in data during the half-hour 
interval. ForcedClosedCalls are calls that 
terminated because of errors tracking the call’s 
state transition. Calls may become forced closed 
if there is lack of events from the ACD’s CTI 
interfaces (for example, a lack of a Disconnect 
event, or failure on the switch’s CTI 
connection).

int

NULL

OverflowInToHalf

Number of calls that the peripheral re-targeted, 
or overflowed, into this service during the 
half-hour interval. The ICM software keeps 
counts of the number of calls moved out of each 
service or route (overflowed out) and moved 
into each service or route (overflowed in).

int

NULL

OverflowOutToHalf

Number of calls that the peripheral re-targeted, 
or overflowed, out of this service during the 
half-hour interval. The ICM software keeps 
counts of the number of calls moved out of each 
service or route (overflowed out) and moved 
into each service or route (overflowed in).

int

NULL

AutoOutCallsToHalf

Number of completed AutoOut (predictive) 
calls made by this service during the half-hour 
interval. The value is updated in the database 
when the after-call work time associated with 
the call (if any) has completed.

int

NULL

AutoOutCallsTimeToHalf

Total handle time, in seconds, for completed 
AutoOut (predictive) calls handled this service 
during the half-hour interval. Handle time 
includes WorkTime, TalkTime, and HoldTime, 
all of which are taken from the 
Termination_Call_Detail records. The 
AutoOutCallsTime value includes the time 
spent from the call being initiated to the time the 
agent completes after-call work time for the call. 
The value is updated in the database when the 
after-call work time associated with the call (if 
any) has completed.

int

NULL