Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス

TalkTimeToHalf

Total seconds agents in the skill group were 
in the Talking state during the half-hour 
interval. This value is calculated as follows:

TalkInTimeToHalf + TalkOutTimeToHalf + 
TalkOtherTimeToHalf

int

NULL

TransferInCallsTimeToHalf

Number of seconds spent handling calls 
transferred into the skill group during the 
half-hour interval. The value is updated in 
the database when the after-call work time 
associated with the call (if any) is 
completed.

int

NULL

WorkReadyTimeToHalf

Total seconds agents in the skill group were 
in the Work Ready state during the 
half-hour interval. WorkReadyTime is 
included in the calculation of 
LoggedOnTime.

int

NULL

TransferOutCallsToHalf

Number of calls transferred out of the skill 
group during the half-hour interval. The 
value is updated in the database when the 
after-call work time associated with the call 
(if any) is completed.

int

NULL

WorkNotReadyTimeToHalf

Total seconds agents in the skill group were 
in the Work Not Ready state during the 
half-hour interval. WorkNotReadyTime is 
included as in the calculation of 
LoggedOnTime.

int

NULL

RecoveryDay

A value used internally by the ICM software 
to track virtual time.

int

NOT NULL

RecoveryKey

A value used internally by the ICM software 
to track virtual time.

float

AK1, NOT 
NULL

BusyOtherTimeToHalf

Number of seconds agents have spent in the 
BusyOther state during the half-hour 
interval. BusyOtherTime is included in the 
calculation of LoggedOnTime.

int

NULL

CallsAnsweredToHalf

Number of calls answered during the 
half-hour interval. The number of calls 
answered includes only handled calls and 
internal calls received, which are tracked in 
the CallsHandledToHalf and 
InternalCallsReceivedToHalf fields, 
respectively. The count for CallsAnswered 
is updated in the database at the time the 
call is answered.

int

NULL