Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス
2-16
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Skill_Group_Half_Hour Table
ConferencedOutCallsToHalf
The number of conference calls the agent initiated.
The conferenced out calls include ACD and
non-ACD calls. The count of ConferencedOutCalls
is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
The conferenced out calls include ACD and
non-ACD calls. The count of ConferencedOutCalls
is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
int
NULL
ConferencedOutCallsTimeToHalf
The number seconds the agent spent in conference
calls that they initiated. The conferenced out calls
include ACD and non-ACD calls. The value
includes any HoldTime for the call. This database
element uses ConferenceTime from the
Termination_Call_Detail records. The value is
updated in the database when the agent drops off the
call or the call becomes a simple two-party call.
calls that they initiated. The conferenced out calls
include ACD and non-ACD calls. The value
includes any HoldTime for the call. This database
element uses ConferenceTime from the
Termination_Call_Detail records. 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
HandledCallsTalkTimeToHalf
Total talk time in seconds for Inbound ACD calls
counted as handled by agents in the skill group
during the half-hour interval. The value is based on
TalkTime from the Termination_Call_Detail table.
It is updated in the database when the after-call work
time associated with the call (if any) has completed.
counted as handled by agents in the skill group
during the half-hour interval. The value is based on
TalkTime from the Termination_Call_Detail table.
It is updated in the database when the after-call work
time associated with the call (if any) has completed.
int
NULL
HandledCallsTimeToHalf
Total handle time, in seconds, for inbound ACD
calls counted as handled by the agent in the skill
group during the half-hour interval. Handle time
includes the time spent from the call being answered
by the agent to the time the agent completed after
call work time for 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) has completed.
calls counted as handled by the agent in the skill
group during the half-hour interval. Handle time
includes the time spent from the call being answered
by the agent to the time the agent completed after
call work time for 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) has completed.
int
NULL
HoldTimeToHalf
Number of seconds where all calls to the agent are
on hold during the half-hour interval. HoldTime is
counted only while the agent is doing no other
call-related activity. HoldTime is included in the
calculation of LoggedOnTime.
on hold during the half-hour interval. HoldTime is
counted only while the agent is doing no other
call-related activity. HoldTime is included in the
calculation of LoggedOnTime.
int
NULL
IncomingCallsOnHoldTimeToHalf Total number of seconds that completed inbound
ACD calls were placed on hold during the half-hour
interval. The value is based on HoldTime from the
Termination_Call_Detail records. The value is
updated in the database when the after-call work
time associated with the call (if any) has completed.
interval. The value is based on HoldTime from the
Termination_Call_Detail records. The value is
updated in the database when the after-call work
time associated with the call (if any) has completed.
int
NULL
IncomingCallsOnHoldToHalf
The total number of completed inbound ACD calls
the agent placed on hold at least once. The value is
updated in the database when the after-call work
time associated with the call (if any) has completed.
the agent placed on hold at least once. The value is
updated in the database when the after-call work
time associated with the call (if any) has completed.
int
NULL
Table 2-8
Agent_Skill_Group_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option