Installation Guide

CommentsChild: Call_Type_Half_HourParent: Service_Half_Hour

CallsAnsweredToHalfCallsAnsweredToHalf

CallsHandledHalfCallsHandledToHalf

CallsOfferedHalfCallsOfferedToHalf

See Note 1.DelayQAbandTimeHalfDelayQAbandTimeToHalf

HandleTimeHalfHandleTimeToHalf

HoldTimeToHalfHoldTimeToHalf

OverﬂowOutHalfOverﬂowOutToHalf

The PeripheralNumber of

this service in the Service

No direct mapSkillTargetID

table maps to the

CallTypeID in the child

table.

TalkTimeHalfTalkTimeToHalf

TimeZoneTimeZone

Note 1: Any condition on the child causing the call to terminate while in queue is documented

in this ﬁeld in the database schema. (The child Call Type reports have more granularity with

regard to "error" calls, etc.)

Service_Real_Time Data Mapping

CommentsChild: Call_Type_Real_TimeParent: Service_Real_Time

AnswerWaitTimeHalfAnswerWaitTimeHalf

AnswerWaitTimeTo5AnswerWaitTimeTo5

AnswerWaitTimeTodayAnswerWaitTimeToday

See Note 1.AvgRouterDelayQTo5AvgDelayQATo5

AvgRouterDelayQNowAvgDelayQNow

See Note 1.RouterCallsAbandQToHalfCallsAbandQHalf

See Note 1.RouterCallsAbandQTo5CallsAbandQTo5

See Note 1.RouterCallsAbandQTodayCallsAbandQToday

CallsAnsweredHalfCallsAnsweredHalf

CallsAnsweredTo5CallsAnsweredTo5

CallsAnsweredTodayCallsAnsweredToday

CallsHandledHalfCallsHandledHalf

CallshandledTo5CallsHandledTo5

CallsHandledTodayCallsHandledToday

CallsOfferedHalfCallsOfferedHalf

CallsOfferedTo5CallsOfferedTo5

CallsOfferedTodayCallsOfferedToday

See Note 1.DelayQAbandTimeTo5DelayQAbandTimeTo5

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)

Understanding Reporting in an IPCC Gateway Deployment

Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model