Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス
2-218
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Service_Real_Time Table
AvgHandleTimeTo5
Average handle time in seconds for calls to the
service during the current five-minute interval.
The value is calculated as follows:
service during the current five-minute interval.
The value is calculated as follows:
HandleTimeTo5 / CallsHandledTo5.
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 (all from
Termination_Call_Detail). The AvgHandleTime
value is updated in the database when the
after-call work time associated with the call has
completed.
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 (all from
Termination_Call_Detail). The AvgHandleTime
value is updated in the database when the
after-call work time associated with the call has
completed.
int
NULL
AvgSpeedAnswerTo5
Average answer wait time for all calls offered to
the service during the current five-minute
interval: AnswerWaitTimeTo5 /
CallsAnsweredTo5.
the service during the current five-minute
interval: AnswerWaitTimeTo5 /
CallsAnsweredTo5.
int
NULL
AvgTalkTimeTo5
Average talk time in seconds for calls to the
service ending during the current five-minute
interval. The value is calculated as follows:
service ending during the current five-minute
interval. The value is calculated as follows:
TalkTimeTo5 / CallsHandledTo5
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 service or route (from
Termination_Call_Detail). The field is updated
in the database when all after-call work
associated with the calls is completed.
talking or hold state. It is populated with the
TalkTime and HoldTime associated with call to
the service or route (from
Termination_Call_Detail). The field is updated
in the database when all after-call work
associated with the calls is completed.
int
NULL
CallsAbandQHalf
Number of calls to the service abandoned while
in queue or ringing during the half-hour interval.
in queue or ringing during the half-hour interval.
int
NULL
CallsAbandQTo5
Number of calls to the service abandoned while
in queue or ringing during the current
five-minute interval.
in queue or ringing during the current
five-minute interval.
int
NULL
CallsAbandQToday
Number of calls to the service abandoned while
in queue or ringing since midnight.
in queue or ringing since midnight.
int
NULL
CallsAnsweredHalf
Number of calls to the service answered by
agents during the current half-hour interval.
agents during the current half-hour interval.
int
NULL
CallsAnsweredTo5
Number of calls to the service answered by
agents during the current five-minute interval.
agents during the current five-minute interval.
int
NULL
CallsAnsweredToday
Number of calls answered by service agents
since midnight.
since midnight.
int
NULL
Table 2-173 Service_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option