Cisco Cisco IP Contact Center Release 4.6.2 Referências técnicas
2-13
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Skill_Group_Half_Hour Table
Table 2-8
Agent_Skill_Group_Half_Hour Table
Field Name
Description
Data Type
Keys and Null
Option
Option
DateTime
The date and time at the start of the half-hour
interval.
interval.
smalldatetime
PK, NOT NULL
SkillTargetID
The SkillTargetID of the agent. Together with
SkillGroupSkillTargetID identifies the skill group
member.
SkillGroupSkillTargetID identifies the skill group
member.
int
PK, FK, NOT
NULL
NULL
SkillGroupSkillTargetID
Together with SkillTargetID identifies the skill
group member.
group member.
int
PK, FK, NOT
NULL
NULL
TimeZone
The time zone for the date and time. The value is the
offset in minutes from GMT.
offset in minutes from GMT.
int
PK, NOT NULL
RecoveryKey
A value used internally by the ICM software to track
virtual time.
virtual time.
float
AK1, NOT
NULL
NULL
AbandonRingCallsToHalf
Total number of ACD calls that were abandoned
while ringing at an agent’s position. The value is
updated in the database at the time the call
disconnects.
while ringing at an agent’s position. The value is
updated in the database at the time the call
disconnects.
int
NULL
AbandonRingTimeToHalf
Total ring time associated with ACD calls that were
abandoned while alerting an agent’s position.
RingTime includes the seconds that the call spent
ringing at an agent’s teleset before being answered.
RingTime for this data element is based on data
from the Termination_Call_Detail record. The value
is updated in the database at the time the call
disconnects.
abandoned while alerting an agent’s position.
RingTime includes the seconds that the call spent
ringing at an agent’s teleset before being answered.
RingTime for this data element is based on data
from the Termination_Call_Detail record. The value
is updated in the database at the time the call
disconnects.
int
NULL
AbandonHoldCallsToHalf
Total number of ACD calls that were abandoned
while being held at an agent position. This value is
updated in the database at the time the call
disconnects.
while being held at an agent position. This value is
updated in the database at the time the call
disconnects.
int
NULL
AgentOutCallsTimeToHalf
Total handle time, in seconds, for completed
outbound ACD calls handled by the agent in 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) has completed.
outbound ACD calls handled by the agent in 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) has completed.
int
NULL