Cisco Cisco Unified Contact Center Enterprise 9.0(2) Riferimenti tecnici
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Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Real_Time Table
LoggedOn
Number of agents that are currently logged on to
the skill group. This count is updated each time
an agent logs on and each time an agent logs off.
the skill group. This count is updated each time
an agent logs on and each time an agent logs off.
int
NULL
LoggedOnTimeTo5
Total time, in seconds, agents were logged on to
the skill group during the current five-minute
interval. This value is calculated as follows:
the skill group during the current five-minute
interval. This value is calculated as follows:
HoldTimeTo5 + TalkInTimeTo5 +
TalkOutTimeTo5 + TalkOtherTimeTo5 +
AvailTimeTo5 + NotReadyTimeTo5 +
WorkReadyTimeTo5 + WorkNotReadyTimeTo5
+ BusyOtherTimeTo5 + ReservedStateTimeTo5
TalkOutTimeTo5 + TalkOtherTimeTo5 +
AvailTimeTo5 + NotReadyTimeTo5 +
WorkReadyTimeTo5 + WorkNotReadyTimeTo5
+ BusyOtherTimeTo5 + ReservedStateTimeTo5
int
NULL
LongestAvailAgent
A date and time value that specifies the time that
the longest available agent for the skill group
became available. If no agent was available, the
value is 0
the longest available agent for the skill group
became available. If no agent was available, the
value is 0
datetime
NULL
LongestCallQ
The date and time that the longest call in the
queue for the skill group was placed in the queue.
queue for the skill group was placed in the queue.
Note
Not applicable to IPCC.
datetime
NULL
NotReady
Number of agents in the Not Ready state for the
skill group.
skill group.
int
NULL
NotReadyTimeTo5
Total seconds agents in the skill group have been
in the Not Ready state during the current
five-minute interval. NotReadyTime is included
in the calculation of LoggedOnTime.
in the Not Ready state during the current
five-minute interval. NotReadyTime is included
in the calculation of LoggedOnTime.
int
NULL
PercentUtilizationTo5
Percentage of Ready time that agents in the skill
group spent talking or doing call work during the
current five-minute interval. This is the
percentage of time agents spend working on calls
versus the time agents were ready.
group spent talking or doing call work during the
current five-minute interval. This is the
percentage of time agents spend working on calls
versus the time agents were ready.
real
NULL
Ready
Number of agents in the Ready state for the skill
group.
group.
int
NULL
ReservedAgents
Number of agents for the skill group currently in
the Reserved state.
the Reserved state.
int
NULL
ReservedStateTimeTo5
Time, in seconds, agents for the skill group have
spent in the Reserved state for the past five
minutes. ReservedStateTime is included in the
calculation of LoggedOnTime.
spent in the Reserved state for the past five
minutes. ReservedStateTime is included in the
calculation of LoggedOnTime.
int
NULL
TalkingIn
Number of agents in the skill group currently
talking on inbound calls.
talking on inbound calls.
int
NULL
TalkingOther
Number of agents in the skill group currently
talking on internal (neither inbound nor
outbound) calls. Examples of “other calls include
agent-to-agent transfers and supervisor calls.
talking on internal (neither inbound nor
outbound) calls. Examples of “other calls include
agent-to-agent transfers and supervisor calls.
int
NULL
Table 2-178 Skill_Group_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option