Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス
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Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 2 Table Details
Route_Half_Hour Table
AvgHandleTimeToHalf
The average
calls time in seconds for calls
counted as handled for the route during the
half-hour interval. HandleTime is tracked only for
inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the
call being answered by the agent to the time the
agent completed after-call work time for the call.
This includes any TalkTime, HoldTime, and
WorkTime associated with the call. This value is
calculated as follows:
half-hour interval. HandleTime is tracked only for
inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the
call being answered by the agent to the time the
agent completed after-call work time for the call.
This includes any TalkTime, HoldTime, and
WorkTime associated with the call. This value is
calculated as follows:
HandleTimeToHalf / CallsHandledToHalf
The AvgHandleTime value is updated in the
database when the after-call work time associated
with the call is completed.
database when the after-call work time associated
with the call is completed.
DBINT
NULL
AvgSpeedAnswerToHalf
Average answer wait time for all incoming calls to
the route in the half-hour interval. This value is
calculated as follows:
the route in the half-hour interval. This value is
calculated as follows:
AnswerWaitTimeToHalf /
CallsAnsweredToHalf
CallsAnsweredToHalf
DBINT
NULL
AvgTalkTimeToHalf
The average talk time in seconds for calls to the
route. Talk time includes the time that calls were
in a talking or hold state. It is populated with the
TalkTime and HoldTime associated with call to
the route (from Termination_Call_Detail). This
value is calculated as follows:
route. Talk time includes the time that calls were
in a talking or hold state. It is populated with the
TalkTime and HoldTime associated with call to
the route (from Termination_Call_Detail). This
value is calculated as follows:
TalkTimeToHalf / CallsHandledToHalf
The field is updated in the database when all
after-call work associated with the call is
completed.
after-call work associated with the call is
completed.
DBINT
NULL
BlindTransfersOutToHalf
The number of calls that were blind transferred out
for this route during the half-hour interval.
for this route during the half-hour interval.
DBINT
NULL
CallsAbandQToHalf
Number of calls abandoned in queue on this route
during the half-hour interval.
during the half-hour interval.
DBINT
NULL
CallsAnsweredToHalf
The total number of calls answered by agents,
IVRs, or voice-mail ports for the route during the
half-hour interval.
IVRs, or voice-mail ports for the route during the
half-hour interval.
DBINT
NULL
Table 2-290 Route_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option