Technical References

Table 199: Indexes for Skill_Group_Real_Time Table
index_keysindex_descriptionindex_name
SkillTargetIDclustered, unique, primary key
located on PRIMARY
XPKSkill_Group_Real_Time
Fields in Skill_Group_Real_Time Table:
Keys
and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
The total handle time, in seconds, for outbound ACD calls associated
with this skill group that ended during the rolling five-minute interval.
AgentOutCallsTimeTo5
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.
NULLDBINT
The total number of outbound ACD calls associated with this skill group
that ended during the current five-minute interval. The value is updated
AgentOutCallsTo5
in the database when the after-call work time associated with the call (if
any) is completed.
NULLDBINT
AnswerWaitTime is associated only with calls counted as handled. It is
updated in the database at the time the call is answered.
AnswerWaitTimeTo5
It is the current (rolling) five-minute interval total of:
• In ICM, the time in seconds from when the call first arrives at the ACD
to when the agent answers the call.
AnswerWaitTime is calculated from the following:
– DelayTime
– LocalQTime
– RingTime
• In IPCC Enterprise, the number of seconds calls spent between first
queued being queued to the skillgroup through Select (LAA) or Queue
to Skillgroup nodes to when they were answered by an agent.
AnswerWaitTime is calculated from the following:
– DelayTime
– LocalQTime
– RingTime
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
393
Chapter 2: All Tables
Skill_Group_Real_Time Table