Cisco Cisco Unified Contact Center Enterprise 9.0(2) テクニカルリファレンス
2-44
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Call_Type_Half_Hour Table
ReturnBusyToHalf
Number of calls of this type that the ICM
software routed to the Busy target during the
half-hour interval.
software routed to the Busy target during the
half-hour interval.
int
NULL
ReturnRingToHalf
Number of calls of this type that the ICM
software routed to the Ring target during the
half-hour interval.
software routed to the Ring target during the
half-hour interval.
int
NULL
NetworkAnnouncementToHalf
Number of calls routed with an
announcement node during the half-hour
period.
announcement node during the half-hour
period.
int
NULL
AnswerWaitTimeToHalf
The sum of answer wait time in seconds for
all calls answered for the call type during the
half-hour interval.
all calls answered for the call type during the
half-hour interval.
int
NULL
CallsHandledHalf
The total number of calls of this call type that
have been answered and have completed
wrap-up during the half-hour interval.
have been answered and have completed
wrap-up during the half-hour interval.
int
NULL
HandleTimeToHalf
The total handle time in seconds for all calls
of this call type ending during the half-hour
interval.
of this call type ending during the half-hour
interval.
int
NULL
ServiceLevelAbandHalf
The total number of calls of this call type
abandoned within the service level threshold
during the half-hour interval.
abandoned within the service level threshold
during the half-hour interval.
int
NULL
ServiceLevelCallsHalf
The total number of calls of this call type
answered within the ICM service level
threshold during the half-hour interval.
answered within the ICM service level
threshold during the half-hour interval.
int
NULL
ServiceLevelCallsOfferedHalf
The number of calls of this call type that had
service level events during the half-hour
interval.
service level events during the half-hour
interval.
int
NULL
Note
A service level event occurs when one of three things happen to the call:
–
The call is answered by an agent before the service level threshold expires. In this case, the
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.
ServiceLevelsCallsOffered and ServiceLevelCalls database fields are incremented.
–
The call abandons or Re-routes on No Answer (RONAs) to IVR before the service level threshold expires. In this
case, the ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented.
case, the ServiceLevelCallsOffered and ServiceLevelAband database fields are incremented.
–
The call reaches the service level threshold without being answered by an agent or abandoned. In this case, the
ServiceLevelCallsOffered database field is incremented.
ServiceLevelCallsOffered database field is incremented.
Service level is not affected for calls that are neither answered nor abandoned within the service level time. For
example, calls that encounter an error condition or are sent to non-monitored devices (using the label node) within
the service level threshold do not affect the service level.
example, calls that encounter an error condition or are sent to non-monitored devices (using the label node) within
the service level threshold do not affect the service level.
ServiceLevelHalf
The ICM service level for the call type
during the half-hour interval.
during the half-hour interval.
float
NULL
TalkTimeHalf
The total talk time in seconds for calls of this
call type ending during the half-hour
interval.
call type ending during the half-hour
interval.
int
NULL
Table 2-29 Call_Type_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option