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The following table shows the fields (by metric category) in the Call_Type_Half_Hour table
that affect reporting metrics:

AbandInterval1 -
AbandInterval10

ServiceLevelAbandHalf

ServiceLevelCallsHalf

CTVRUTimeToHalf

AvgRouterDelayQToHalf

CallsQHandledToHalf

CallDelayAbandTimeHalf

ServieLevelCallsOfferedHalf

VRUTimeToHalf

RouterQueueCallsToHalf

CTDelayAbandTimeHalf

ServiceLevelHalf

RouterQueueCallType
LimitToHalf

DelayAgentAbandTimeHalf

AnsInterval1 -
AnsInterval10

RouterQueueGlobalLimitToHalf

DelayQAbandTimeHalf

AnswerWaitTimeHalf

RouterQueueWaitTimeToHalf

RouterCallsAbandQHalf

CallsAnsweredToHalf

RouterCallsAbandToAgentHalf

TotalCallsAbandHalf

For additional information on the Call_Type_Real_Time and Call_Type_Half_Hour table fields,
see the Database Schema for Cisco ICM/IPCC Enterprise and Hosted Editions.

Network VRU and Skill Group Metrics

All of the skill group metrics apply to both Unified CCE and ICM-TR. However, the Answer
Wait Time and ASA metrics do not include the time spent in the network queue, while the
Service Level metrics do.

For ICM-Not-TR systems, the Skill Group queueing and at-VRU metrics are the same as for
Unified CCE and ICM-TR. The Skill Group abandoned metrics allow you to determine the
number of calls that abandoned while queued to the Router, but they do not allow you to
determine the number of calls that abandoned after they left the VRU and before an agent
answered them. The Skill Group answered metrics are always zero. The Skill Group Service
Level metrics are meaningless and can be ignored.

Note: None of the Skill Group metrics include time spent in self-service or calls that ended
during self-service because a call is not associated with a skill group until it is queued, and a
call is queued after self-service is complete.

The following table shows the fields (by metric category) in the Skill_Group_Real_Time table
that affect reporting metrics:

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)