Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス
2-15
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Skill_Group_Half_Hour Table
AvailTimeToHalf
The total time, in seconds, that agents were in the
Available state for any skill group during the
half-hour interval. AvailTime is included in the
calculation of LoggedOnTime.
Available state for any skill group during the
half-hour interval. AvailTime is included in the
calculation of LoggedOnTime.
int
NULL
BusyOtherTimeToHalf
The number of seconds that agents in the skill group
spent in the BusyOther state. BusyOtherTime is
included in the calculation of LoggedOnTime.
spent in the BusyOther state. BusyOtherTime is
included in the calculation of LoggedOnTime.
int
NULL
CallbackMessagesTimeToHalf
Number of seconds the agent spent processing
callback messages during the half-hour interval.
callback messages during the half-hour interval.
int
NULL
CallbackMessagesToHalf
Number of callback messages processed by the
agent during the half-hour interval.
agent during the half-hour interval.
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.
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
CallsHandledToHalf
The number of inbound ACD calls that have been
answered and have completed wrap-up by agents in
the skill group during the half-hour interval.
answered and have completed wrap-up by agents in
the skill group during the half-hour interval.
int
NULL
ConsultativeCallsToHalf
The number of consultative calls completed by
agents with at least one ACD call on hold. The count
is updated in the database when the after-call work
time associated with the consultative call (if any)
has completed.
agents with at least one ACD call on hold. The count
is updated in the database when the after-call work
time associated with the consultative call (if any)
has completed.
int
NULL
ConsultativeCallsTimeToHalf
The number of seconds agents spent handling
consultative calls with at least on ACD call on hold.
The value is updated in the database when the
after-call work time associated with the consultative
call (if any) has completed.
consultative calls with at least on ACD call on hold.
The value is updated in the database when the
after-call work time associated with the consultative
call (if any) has completed.
int
NULL
ConferencedInCallsToHalf
The number of incoming calls the agent was
conferenced into. Incoming calls include ACD and
non-ACD calls. The value is updated in the database
when the agent drops off the call or the call becomes
a simple two-party call.
conferenced into. Incoming calls include ACD and
non-ACD calls. The value is updated in the database
when the agent drops off the call or the call becomes
a simple two-party call.
int
NULL
ConferencedInCallsTimeToHalf
The number of seconds the agent was involved in an
incoming conference calls. This value includes time
spent on both ACD and non-ACD conference calls
initiated by the agent. This database element uses
ConferenceTime from the Termination_Call_Detail
table. The value is updated in the database when the
agent drops off the call or the call becomes a simple
two-party call.
incoming conference calls. This value includes time
spent on both ACD and non-ACD conference calls
initiated by the agent. This database element uses
ConferenceTime from the Termination_Call_Detail
table. The value is updated in the database when the
agent drops off the call or the call becomes a simple
two-party call.
int
NULL
Table 2-8
Agent_Skill_Group_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option