Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
Skill_Group_Real_Time
This table is in the
category. To see database rules for these tables, see
.
In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with
an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG,
network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent
in the network queue is not included in the reporting metrics in the child. A call center manager who would
normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM
reports for network queuing data.
an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG,
network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent
in the network queue is not included in the reporting metrics in the child. A call center manager who would
normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM
reports for network queuing data.
Note
Local database only. Contains real time information about each skill group.
The system software generates a Skill_Group_Real_Time record for each skill group.
Related table
(via SkillTargetID)
Table 376: Indexes for Skill_Group_Real_Time Table
index_keys
index_description
index_name
SkillTargetID
clustered, unique, primary key located
on PRIMARY
on PRIMARY
XPKSkill_Group_Real_Time
Table 377: Fields in Skill_Group_Real_Time table
Keys and
NULL
Option
NULL
Option
Data Type
Description
Name
NULL
DBINT
The total handle time, in seconds, for outbound ACD
calls associated with this skill group that ended
during the rolling five-minute interval. Handle time
includes WorkTime, TalkTime, and HoldTime. 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.
calls associated with this skill group that ended
during the rolling five-minute interval. Handle time
includes WorkTime, TalkTime, and HoldTime. 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.
AgentOutCallsTimeTo5
NULL
DBINT
The total number of outbound ACD calls associated
with this skill group that ended during the current
five-minute interval. The value is updated in the
database when the after-call work time associated
with the call (if any) is completed.
with this skill group that ended during the current
five-minute interval. The value is updated in the
database when the after-call work time associated
with the call (if any) is completed.
AgentOutCallsTo5
Database Schema Guide for Cisco Unified Contact Center Enterprise Release 9.0
566
All tables
Skill_Group_Real_Time