Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス

HandleTimeToHalf

The total time in seconds that calls were handled 
for the service 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 HoldTime, TalkTime, and 
WorkTime associated with the call (from 
Termination_Call_Detail). The HandleTime 
value is updated in the database when the 
after-call work time associated with the call (if 
any) is completed.

int

NULL

ShortCallsToHalf

Number of calls to the service during the 
half-hour interval that were too short to be 
considered abandoned. A call is determined to 
be a short call if it is abandoned before the 
Abandoned Call Wait Time expired. Short calls 
are not considered abandoned and they are not 
accounted for in any of the ICM abandoned calls 
calculations.

int

NULL

CallsAnsweredToHalf

Number of calls answered by agents for the 
service during the half-hour interval.

int

NULL

LongestCallAbandTime

Longest time in seconds a call was in queue for 
the service before being abandoned during the 
half-hour interval.

int

NULL

LongestCallDelayQTime

Longest time in seconds a call was in queue for 
the service before being answered during the 
half-hour interval.

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

ShortCallsTimeToHalf

Time, in seconds, accumulated by calls that 
were too short to be counted as abandoned 
during the half-hour interval. These calls were 
abandoned before the abandoned call wait time 
expired.

int

NULL