Cisco Cisco Unified Contact Center Enterprise 9.0(2) Riferimenti tecnici
2-51
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Call_Type_Real_Time Table
ServiceLevelCallsHalf
The total number of calls of this call type
answered within the ICM service level threshold
during the half-hour interval.
answered within the ICM service level threshold
during the half-hour interval.
int
NULL
ServiceLevelCallsOfferedHalf
The total number of calls of this call type that had
service level events during the half-hour interval.
service level events during the half-hour interval.
int
NULL
ServiceLevelHalf
The ICM service level for this call type during the
half-hour interval.
half-hour interval.
float
NULL
TalkTimeHalf
The total talk time in seconds for calls of this call
type ending during the half-hour interval.
type ending during the half-hour interval.
int
NULL
HoldTimeTo5
The total hold time in seconds for calls of this call
type ending during the current five-minute
interval.
type ending during the current five-minute
interval.
int
NULL
HoldTimeHalf
The total hold time in seconds for calls of this call
type ending during the current half-hour interval.
type ending during the current half-hour interval.
int
NULL
HoldTimeToday
The total hold time in seconds for calls of this call
type ending since midnight.
type ending since midnight.
int
NULL
OverflowOutHalf
The number of calls that overflowed to another
call type during the current half-hour interval.
This field increments when a requalify or call
type node is executed in the script.
call type during the current half-hour interval.
This field increments when a requalify or call
type node is executed in the script.
Note
In IPCC, if the call goes to the IVR
before it redirects off the agent’s phone,
this field is updated instead of the
RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
before it redirects off the agent’s phone,
this field is updated instead of the
RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
int
NULL
OverflowOutTo5
The number of calls that overflowed to another
call type during the current five-minute interval.
call type during the current five-minute interval.
This field increments when a requalify or call
type node is executed in the script.
type node is executed in the script.
Note
In IPCC, if the call goes to the IVR
before it redirects off the agent’s phone,
this field is updated instead of the
RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
before it redirects off the agent’s phone,
this field is updated instead of the
RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
int
NULL
OverflowOutToday
The number of calls that overflowed to another
call type since midnight.This field increments
when a requalify or call type node is executed in
the script.
call type since midnight.This field increments
when a requalify or call type node is executed in
the script.
Note
In IPCC, if the call goes to the IVR
before it redirects off the agent’s phone,
this field is updated instead of the
RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
before it redirects off the agent’s phone,
this field is updated instead of the
RedirectNoAnsCallsToHalf field in the
Skill_Group_Half_Hour table.
int
NULL
Table 2-31 Call_Type_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option