User Guide

Handle Time
HandleTime is the time spent from the call being answered by the agent to the time the agent
completed after-call work time for the call.
This includes any HoldTime, TalkTime, and WorkTime associated with the call (from the
Termination_Call_Detail table).
The HandleTime value is counted when the after-call work time associated with the call (if any)
is completed.
Handled
A handled call is:
•
An incoming ACD call that was answered by an agent, and then completed.
•
A call associated with Outbound Option that the agent answered, and then completed.
•
A non-voice task that the agent started working on then completed.
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up
work associated with the call/task.
Historical and Interval Data
Unified ICM software stores some historical data in half-hour tables and other historical
information in either half-hour or fifteen-minute summaries (but not both), based on Interval
flags set in Configuration Manager. Parameters established during setup determine the retention
of this data.
Note: All customers should choose an interval and stay with it, as changing back and forth
between 15- and 30-minutes intervals will impact reporting.
As a best practice, run large historical reports at off-peak hours. Take advantage of the Scheduled
Reports feature to do this.
DescriptionHistorical Data
Some, but not all, Half_Hour tables now have an equivalent Interval table. The
Half_Hour tables still appear in the database but are no longer populated.
Interval (30- or 15-minute, based on
configuration)
There are seven new Interval tables that correspond to seven existing Half_Hour
tables. There is also one new Interval table (Call_Type_Skill_Group_Interval)
that corresponds to a new Call_Type_Skill_Group_Half_Hour table.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 12: Unified ICM/CCE Reporting Concepts
Handle Time