Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス
2-253
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Real_Time Table
AvgHandledCallsTalkTimeTo5
Average talk time in seconds for calls counted as
handled by the skill group during the current
five-minute interval. This value is calculated as
follows:
handled by the skill group during the current
five-minute interval. This value is calculated as
follows:
HandledCallsTalkTimeTo5 / CallHandledTo5.
HandledCallsTalkTime includes the time agents
in the skill group spend in the TalkingIn,
TalkingOut, and TalkingOther states.
AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished
(that is, any after-call work associated with the
call has been completed). This field is updated in
the database when any after-call work associated
with the call is completed.
in the skill group spend in the TalkingIn,
TalkingOut, and TalkingOther states.
AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished
(that is, any after-call work associated with the
call has been completed). This field is updated in
the database when any after-call work associated
with the call is completed.
int
NULL
AvgHandledCallsTimeTo5
Average handle time in seconds for calls counted
as handled by the skill group during the current
five-minute interval. The value is calculated as
follows:
as handled by the skill group during the current
five-minute interval. The value is calculated as
follows:
HandledCallsTimeTo5 / CallsHandledTo5.
HandledCallsTime is tracked only for inbound
ACD calls counted as handled for the skill group.
HandledCallsTime is the time spent from the call
being answered by the agent to the time the agent
completed any after-call work time for the call.
This includes any Hold time associated with the
call. The AvgHandledCallsTime value is updated
in the database when the after-call work time
associated with the call is completed.
ACD calls counted as handled for the skill group.
HandledCallsTime is the time spent from the call
being answered by the agent to the time the agent
completed any after-call work time for the call.
This includes any Hold time associated with the
call. The AvgHandledCallsTime value is updated
in the database when the after-call work time
associated with the call is completed.
int
NULL
BusyOther
Number of agents currently in the BusyOther
state.
state.
int
NULL
BusyOtherTimeTo5
Number of seconds agents have spent in the
BusyOther state during the current five-minute
interval. BusyOtherTime is included in the
calculation of LoggedOnTime.
BusyOther state during the current five-minute
interval. BusyOtherTime is included in the
calculation of LoggedOnTime.
int
NULL
CallsAnsweredTo5
Number of calls answered by agents in the skill
group during the past five minutes. The number
of calls answered includes only handled calls and
internal calls received, which are tracked in the
CallsHandled and InternalCallsReceived fields,
respectively. The count for CallsAnswered is
updated in the database at the time the call is
answered.
group during the past five minutes. The number
of calls answered includes only handled calls and
internal calls received, which are tracked in the
CallsHandled and InternalCallsReceived fields,
respectively. The count for CallsAnswered is
updated in the database at the time the call is
answered.
int
NULL
CallsHandledTo5
Calls that have been answered and have
completed wrap-up by the skill group during the
current five-minute interval.
completed wrap-up by the skill group during the
current five-minute interval.
int
NULL
Table 2-178 Skill_Group_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option