Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス
2-240
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Skill_Group_Half_Hour Table
SupervAssistCallsTimeToHalf
Number of seconds spent on
supervisor-assisted calls during the
half-hour interval. The value is updated in
the database when the supervisor-assisted
call completes.
supervisor-assisted calls during the
half-hour interval. The value is updated in
the database when the supervisor-assisted
call completes.
int
NULL
HandledCallsTimeToHalf
The total handle time, in seconds, for
inbound ACD calls counted as handled by
the skill group during the half-hour interval.
HandledCallsTime is the time spent from
the call being answered by the agent to the
time the agent completed after-call work
associated with the call. HandledCallsTime
is based on HoldTime, WorkTime, and
TalkTime from the
Termination_Call_Detail records. The
value for HandledCallsTime is updated in
the database when the after-call work time
associated with the call (if any) is
completed.
inbound ACD calls counted as handled by
the skill group during the half-hour interval.
HandledCallsTime is the time spent from
the call being answered by the agent to the
time the agent completed after-call work
associated with the call. HandledCallsTime
is based on HoldTime, WorkTime, and
TalkTime from the
Termination_Call_Detail records. The
value for HandledCallsTime is updated in
the database when the after-call work time
associated with the call (if any) is
completed.
int
NULL
PercentUtilizationToHalf
Percentage of Ready time that agents in the
skill group spent talking or doing call work
during the half-hour interval. This is the
percentage of time agents spend working on
calls versus the time agents were ready.
skill group spent talking or doing call work
during the half-hour interval. This is the
percentage of time agents spend working on
calls versus the time agents were ready.
real
NULL
AgentOutCallsTimeToHalf
The total handle time, in seconds, for
completed outbound ACD calls handled by
the skill group during the half-hour interval.
Handle time includes WorkTime, TalkTime,
and HoldTime, all of which are taken from
the Termination_Call_Detail records. The
AgentOutCallsTime value includes the time
spent from the call being initiated by the
agent to the time the agent completes
after-call work time for the call. The value
is updated in the database when the
after-call work time associated with the call
(if any) is completed.
completed outbound ACD calls handled by
the skill group during the half-hour interval.
Handle time includes WorkTime, TalkTime,
and HoldTime, all of which are taken from
the Termination_Call_Detail records. The
AgentOutCallsTime value includes the time
spent from the call being initiated by the
agent to the time the agent completes
after-call work time for the call. The value
is updated in the database when the
after-call work time associated with the call
(if any) is completed.
int
NULL
TalkInTimeToHalf
Number of seconds agents in the skill group
spent talking on inbound ACD calls (neither
inbound nor outbound) during the half-hour
interval. TalkInTime is included in the
calculation of TalkTime and
LoggedOnTime.
spent talking on inbound ACD calls (neither
inbound nor outbound) during the half-hour
interval. TalkInTime is included in the
calculation of TalkTime and
LoggedOnTime.
int
NULL
Table 2-176 Skill_Group_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option