Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.0(1)
All Tables
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All Tables

Contents

All Tables

All Tables in Alphabetical Order

This section lists all tables in alphabetical order. Unless specifically indicated, fields are applicable to both Unified ICM and Unified CCE. For information on major tables by group, see Tables by Group

Admin_Script_Schedule_Map

This table is in the Script category (see Script). For database rules, see Script Tables.

Each row describes the schedule associated with an administrative script.

Use the Administrative Manager facility of the Script Editor to add, update, and delete Admin_Script_Schedule_Map records.

Related tables

Master_​Script(via MasterScriptID)

Table 1 Indexes for Admin_Script_Schedule_Map Table

index_name

index_description

index_keys

XPKAdmin_Script_Schedule_Map

clustered, unique, primary key located on PRIMARY

MasterScriptID, SequenceNumber

Table 2 Fields in Admin_Script_Schedule_Map Table
Name Description Data Type Keys and NULL Option
DayFlags

A bitmask specifying the days on which the script is executed.

To see values, see Days.

DBINT NOT NULL
DayOfMonth

Indicates to which day of month the schedule applies.

To see values, see Days.

DBSMALLINT NOT NULL
DayPosition

In conjunction with DayType, the position of a day within a month.

To see values, see Days.

DBSMALLINT NOT NULL
DayType

Indicates to which day the schedule applies.

To see values, see Days.

DBSMALLINT NOT NULL
Description

Additional information about the schedule.

DESCRIPTION NULL
EndDay

The day of the month on which the schedule expires. The value is 0 if the schedule has no end date.

DBSMALLINT NOT NULL
EndHour

The hour of the day at which the schedule expires. The value is 0 if the schedule has no end time.

DBSMALLINT NOT NULL
EndMinute

The minute of the hour at which the schedule expires. The value is 0 if the schedule has no end time.

DBSMALLINT NOT NULL
EndMonth

The month in which the schedule expires. The value is 0 if the schedule has no end date.

DBSMALLINT NOT NULL
EndSecond

The second of the minute at which the schedule expires. The value is 0 if the schedule has no end time.

DBSMALLINT NOT NULL
EndYear

The year in which the schedule expires. The value is 0 if the schedule has no end date.

DBINT NOT NULL
MasterScriptID

The scheduled administrative script.

DBINT PK, FK NOT NULL
MonthOfYear

Indicates to which month the schedule applies:

  • 0 = Applies to every month
  • 1-12 = Specifies the month of year
DBSMALLINT NOT NULL
Recurrence

The granularity of the script frequency interval:

  • 0 = hours
  • 1 = minutes
  • 2 = seconds
DBSMALLINT NOT NULL
RecurrenceFreq

Specifies how many recurrence intervals occur between successive executions.

DBINT NOT NULL
SequenceNumber

Index for schedules associated with a specific master script.

DBINT PK NOT NULL
StartDay

The day of the month on which the schedule goes into effect (1 through 31).

DBSMALLINT NOT NULL
StartHour

The hour of the day at which the schedule goes into effect.

DBSMALLINT NOT NULL
StartMinute

The minute of the hour at which the schedule goes into effect.

DBSMALLINT NOT NULL
StartMonth

The month in which the schedule goes into effect (1 through 12).

DBSMALLINT NOT NULL
StartSecond

The second of the minute at which the schedule goes into effect.

DBSMALLINT NOT NULL
StartYear

The year in which the schedule goes into effect

DBINT NOT NULL
Type

The type of schedule.

DBSMALLINT NOT NULL

Agent

This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target. To see database rules for these tables, see Skill Target Tables.

It contains one record for each agent (a person capable of answering calls). Each agent is associated with a specific peripheral (ACD) and can be a member of one or more skill groups.

Use Configuration Manager to add, update, and delete Agent records.

Related Tables

Table 3 Indexes for Agent Table

index_name

index_description

index_keys

XAK1Agent_Map

nonclustered, unique, unique key located on PRIMARY

PeripheralID, PersonID

XAK2Agent

nonclustered, unique, unique key located on PRIMARY

PeripheralID, PeripheralNumber

XIE2Agent

nonclustered located on PRIMARY

AgentDeskSettingsID

XIE3Agent

nonclustered located on PRIMARY

ScheduleID

XIE4Agent

nonclustered located on PRIMARY

EnterpriseName

XIE6Agent

nonclustered located on PRIMARY

DateTimeStamp

XPKAgent

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 4 Fields in Agent Table
Name Description Data Type Keys and NULL Option
AgentDeskSettingsID

Identifies the agent desk settings associated with the agent.

DBINT IE-2, FK NULL
AgentStateTrace

Indicates whether the software collects agent state trace data for the agent:

  • Y = Yes
  • N = No
DBCHAR NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

A string of parameters the software sends to the peripheral to initialize the agent.

varchar(255) NULL
DateTimeStamp

Records the date and time when the record was added/updated.

DBDATETIME NULL
DefaultSkillGroup

Provides different agents on the same peripheral the ability to have calls reported against a unique default skill group. For all calls where the peripheral default skill group would normally be used (agent-initiated outbound calls, or inbound calls queued to an agent when a skill group is not provided), the DefaultSkillGroup would be used instead.

DBINT NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes
  • N = No
DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the agent.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the agent that is unique within the enterprise. You might form the name by combining the agent's first and last name with the name of the peripheral.

VNAME32 IE-4 NOT NULL
PeripheralID

Foreign key from the Peripheral table.

DBSMALLINT AK-1, AK-2, FK NOT NULL
PeripheralName

The name of the agent as known to the peripheral.

VNAME32 NULL
PeripheralNumber

The agent's login ID assigned at the switch.

varchar(32) AK-2 NOT NULL
PersonID

Foreign key from the Person table.

DBINT AK-1, FK NOT NULL
ScheduleID

Identifies an imported schedule associated with the agent.

DBINT FK, IE-3 NULL
SkillTargetID

An identifier that is unique among all skill targets in the enterprise.

DBINT PK, FK NOT NULL
SupervisorAgent

Indicates whether an agent is a supervisor.

  • Y = Yes, agent is a supervisor
  • N = No, agent is not a supervisor
DBCHAR NOT NULL
TemporaryAgent

Indicates whether the agent is a temporary agent created by the CallRouter:

  • Y = Yes, created by the CallRouter
  • N = No, not created by the CallRouter
DBCHAR NOT NULL
UserDeletable

Indicates if the record can by deleted by a user. Default is Y.

DBCHAR NOT NULL

Agent_Attribute

Table 5 Indexes for Agent_Attribute Table

index_name

index_description

index_keys

XIE1Agent_Attribute nonclustered located on PRIMARY AttributeID, AttributeValue

This table defines the attributes that belong to an agent. For change stamp purposes, the parent table is Agent.


Note


  • You can add or delete individual agents, or delete all agents from this table.
  • Attributes do not require a value. Queue memberships are solely based on the attributes that belong to an agent.

Table 6 Fields in Agent_Attribute Table
Name Description Data Type Keys and NULL Option
AttributeID

Foreign key to the Attribute table, and part of the primary key.

DBINT PK2, NOT NULL
AttributeValue

Value of this attribute.

varchar(255) YES
Description

Description

DESCRIPTION YES
SkillTargetID

Foreign key to the Agent table, and part of the primary key.

DBINT PK1, NOT NULL

Agent_Desk_Settings

This table is part of the Skill Traget category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Each row defines the features available to an enterprise agent and state changes for the agent. Use Unified ICM Configuration Manager to add, update, and delete Agent_Desk_Settings records.

Related tables

Agent (via AgentDeskSettingsID)

Peripheral (via AgentDeskSettingsID)

Table 7 Indexes for Admin_Desk_Settings Table

index_name

index_description

index_keys

XAK1Agent_Desk_Settings

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKAgent_Desk_Settings

on PRIMARY

AgentDeskSettingsID

Table 8 Fields in Agent_Desk_Settings Table
Name Description Data Type Keys and NULL Option
AgentCanSelectGroup

Indicates if the agent can select which groups they are logged on to.

DBCHAR NOT NULL
AgentDeskSettingsID

A unique identifier for the agent desk settings.

DBINT PK NOT NULL
AgentToAgentCallsAllowed

Indicates if calls to other agents are allowed:

  • Y = Yes, calls to other agents are allowed.
  • N = No, calls to other agents are not allowed.
DBCHAR NOT NULL
AutoAnswerEnabled

Indicates if calls to the agent are automatically answered:

  • Y = Yes, calls automatically answered.
  • N = No, calls are not automatically answered.
DBCHAR NOT NULL
AutoRecordOnEmergency

Specifies whether to automatically record or not record when an emergency call request started:

  • 0 = Do not automatically record
  • 1 = Automatically record
DBINT NULL
AvailAfterIncoming

Indicates whether to automatically consider the agent available or not available after handling an incoming call.

This field is not configurable.

DBCHAR NOT NULL
AvailAfterOutgoing

Indicates whether to automatically consider the agent available or not available after handling an outbound call.

This field is not configurable.

DBCHAR NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME NULL
DefaultDevicePortAddress

Optional value to override the default port address for the agent telephony device.

VNAME32 NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the desk settings.

DESCRIPTION NULL
EmergencyCallMethod

Indicates whether Unified CCE creates a consultative call or a blind conference call for an emergency call request:

  • 0 = Consultative call
  • 1 = Blind conference call
DBINT NULL
EnterpriseName

An enterprise name for the agent desk settings that is unique within the enterprise.

VNAME32 AK-1 NOT NULL
IdleReasonRequired

Indicates if the agent must enter a reason before entering the Idle state:

  • Y = Yes, agent must enter a reason.
  • N = No, agent does not need to enter a reason.
DBCHAR NOT NULL
LogoutNonActivityTime

Number of seconds on non-activity at the desktop after which the software automatically logs out the agent.

DBINT NULL
LogoutReasonRequired

Indicates if the agent must enter a reason before logging out:

  • Y = Yes, agent must enter a reason.
  • N = No, agent does not need to enter a reason.
DBCHAR NOT NULL
MultilineAgentControl

Reserved for future use.

Default value is 0.

DBINT NOT NULL
MultilineAgentStateBehavior

Reserved for future use.

Default value is 0.

DBINT NOT NULL
NonACDCallsAllowed

Reserved for future use.

DBCHAR NOT NULL
OutboundAccessInternational

Indicates if the agent can initiate international calls:

  • Y = Yes, agent can initiate calls.
  • N = No, agent cannot initiate calls.
DBCHAR NOT NULL
OutboundAccessOperatorAssisted

Indicates if the agent can initiate operator assisted calls:

  • Y = Yes, agent can initiate calls.
  • N = No, agent cannot initiate calls.
DBCHAR NOT NULL
OutboundAccessPBX

Indicates if the agent can initiate outbound PBX calls:

  • Y = Yes, agent can initiate calls.
  • N = No, agent cannot initiate calls.
DBCHAR NOT NULL
OutboundAccessPrivateNet

Indicates if the agent can initiate calls through the private network:

  • Y = Yes, agent can initiate calls.
  • N = No, agent cannot initiate calls.
DBCHAR NOT NULL
OutboundAccessPublicNet

Indicates if the agent can initiate calls through the public network:

  • Y = Yes, agent can initiate calls.
  • N = No, agent cannot initiate calls.
DBCHAR NOT NULL
QualityRecordingRate

Indicates how frequently calls to the agent are recorded.

DBINT NULL
RecordingMode

(For future use.) Specifies if the call requests are routed through the Cisco Communication Manager PIM. The default is 0, which means that call requests do not get routed through the Cisco Communication Manager PIM.

DBINT NULL
RemoteAgentType

Determines how mobile agents who use this dial plan are handled.

Values are:

0 = local agent, no remote access allowed. This is the default

1 = use call by call mobile agent routing.

2 = use nailed connection for mobile agent routing

3 = agent chooses call by call or nailed connection at login.

DBSMALLINT NOT NULL
RemoteLoginWithoutDesktop

Y or N.

If Y, mobile agent is permitted to login without a desktop.

DBCHAR NOT NULL
RingNoAnswerDialedNumberID

Provides the dialed number identifier for the new re-route destination in case of a ring-no-answer.

DBINT NULL
RingNoAnswerTime

Number of seconds a call may ring at the agent station before being redirected.

Note   

For Unified CCE deployments with CVP, configure Ring No Answer (RNA) timeout in CVP only. This removes the requirement to manually align the relevant CVP and Unified CCE timer configuration. If you configure Ring No Answer timeout on CVP, you need not configure RNA timeout in Unified CCE. To configure RNA time in CVP, see the Patterns for RNA timeout on outbound SIP calls section in the CVP OAMP console. After a CVP requery due to the RNA condition, once the call is revoked, the agent is transitioned to the not ready state. For non-CVP based Unified CCE deployments, you must configure RNA timeout in Unified CCE (using the Agent Desk Settings List Tool on the CCE Administration Workstation).

DBINT NULL
SilentMonitorAudibleIndication

Specifies whether an audio click sounds when silent monitoring is started:

  • 1 = An audible click sounds.
  • 0 = An audible click does not sound.
DBINT NULL
SilentMonitorWarningMessage

Specifies whether a warning message box appears on the agent's desktop when silent monitoring is started:

  • 1 = A warning message box appears.
  • 0 = A warning message box does not appear.
DBINT NULL
SupervisorAssistCallMethod

Indicates whether Unified CCE Enterprise creates a consultative call or a blind conference call for the supervisor assistance request:

  • 0 = Consultative call
  • 1 = Blind conference
DBINT NULL
SupervisorCallsAllowed

Indicates if the agent can initiate supervisor assisted calls:

  • Y = Yes, agent can initiate calls.
  • N = No, agent cannot initiate calls.
DBCHAR NOT NULL
WorkModeTimer

Specifies the auto wrap-up time out. The default value is 0 (auto wrap-up is disabled).

DBINT NULL
WrapupDataIncomingMode

Indicates if the agent is allowed or required to enter wrap-up data after an inbound call:

  • 0= Required
  • 1 = Optional
  • 2= Not allowed
  • 3= Required with wrap-up data
DBINT NOT NULL
WrapupDataOutgoingMode

Indicates if the agent is allowed or required to enter wrap-up data after an outbound call:

  • 0= Required
  • 1 = Optional
  • 2= Not allowed
DBINT NOT NULL

Agent_Distribution

This is one of the Peripheral Detail tables in the Device category. For more information, see Device. For database rules, see Device Tables.

Each row indicates whether to send real-time and historical agent data from a specific peripheral to a specific Administration & Data Server.

Use Unified ICM Configuration Manager to add, update, and delete Agent_Distribution records.

Related tables

Peripheral (via PeripheralID)

Table 9 Indexes for Admin_Distribution Table

index_name

index_description

index_keys

XAK1Agent_Distribution

nonclustered, unique, unique key located on PRIMARY

PeripheralID, DistributorSiteName

XPKAgent_Distribution

clustered, unique, primary key located on PRIMARY

AgentDistributionID

Table 10 Fields in Agent_Distribution Table
Name Description Data Type Keys and NULL Option
AgentDistributionID

A unique identifier for the agent distribution.

DBINT PK NOT NULL
AgentHistoricalData

The flag that indicates to send Agent historical to HDS server filtered by peripheral. Default: Y

DBCHAR NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME NULL
DistributorSiteName

The name of the Distributor site to which agent data is sent.

VNAME32 AK-1 NOT NULL
Enabled

Indicates whether to send agent data or not:

  • Y = Yes, an agent can send data.
  • N = No, an agent cannot send data.
DBCHAR NOT NULL
PeripheralID

The peripheral from which agent data is sent.

DBSMALLINT AK-1, FK NOT NULL

Agent_Event_Detail

Table

This table is one of the Agent Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified ICM and Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs.

Displays agent LOGIN, LOGOUT, and NOT_READY events.

Related tables

Agent (via SkillTargetID)

Media_​Routing_​Domain (via MRDomainID)

Table 11 Indexes for Agent_Event_Detail Table

index_name

index_description

index_keys

XAK1Agent_Event_Detail

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIEIAgent_Event_Detail

nonclustered located on PRIMARY

DbDateTime

XPKAgent_Event_Detail

clustered, unique, primary key located on PRIMARY

DateTime, SkillTargetID, MRDomainID, TimeZone

Table 12 Fields in Agent_Event_Detail Table
Name Description Data Type Keys and NULL Option
DateTime

The date and time (in Central Controller local time) that the transition for the event occurred. For the NOT_READY event, the date and time (in Central Controller local time) that the transition for the event occurred or the interval boundary occurred.

DBDATETIME PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE-1 NULL
Duration

Duration in seconds associated with the EVENT:

LOGIN: Typically set to zero

LOGOUT: Number of seconds the agent was logged into the Media Routing Domain.

NOT_READY: Number of seconds the agent was in the NotReady State with respect to the Media Routing Domain, from the last state change, in NOT_READY state with reason code change, or from the last interval boundary.

For example:

Time=12:10:00 Agent NotReady state transition

Time=12:11:00 Agent Ready state transition, AgentEventDetail.Duration=60

Time=12:25:00 Agent NotReady state transition

Time=12:30:00 Interval boundary change, AgentEventDetail.Duration=300

Time=13:00:00 Interval boundary change, AgentEventDetail.Duration=1800

DBINT NULL
Event

Event transition that occurred. This value represents the event that is triggered and does not correlate with Agent State values.

  • 1 = LOGIN Agent logged in to the Media Routing Domain,
  • 2 = LOGOUT Agent logged out of the Media Routing Domain,
  • 3 = NOT_READY Agent transitioned out of the NOT_READY state, changed reason code in NOT_READY state, or Agent remained in the NOT_READY state during the interval boundary.
DBINT NOT NULL
LoginDateTime

DateTime (in Central Controller local time) when the agent initially logged into the Media Routing Domain.

DBDATETIME NOT NULL
MRDomainID

The ID of the Media Routing Domain with which the event is associated.

DBINT PK NOT NULL
ReasonCode

The ReasonCode associated with the event. See Reason Codes.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
SkillTargetID

The SkillTargetID of the agent.

DBINT PK NOT NULL
TimeZone

The time zone for the dates and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK NOT NULL

Agent_Half_Hour

This table is in the Skill Target category. For more information, see Skill Target. For the database rules for these tables, see Skill Target Tables.

Central database only.

Each row in the table is for an agent/MRD pair. For example, if the agent was logged into three (3) MRDs in a given half-hour, then the agent has three (3) rows in the table for that same half-hour.

Related Tables

Agent (via SkillTargetID)

Media_​Routing_​Domain (via MRDomainID)

Table 13 Indexes for Agent_Half_Hour Table

index_name

index_description

index_keys

XAKIAgentHalfHour

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Agent_Half_Hour

nonclustered located on PRIMARY

DbDateTime

XPKAgent_Half_Hour

clustered, unique, primary key located on PRIMARY

DateTime, SkillTargetID, TimeZone, MRDomainID


Note


The Agent_Interval table is populated with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the Peripheral Gateway (PG). The Agent_Half_Hour table is not populated with this data.
Table 14 Fields in Agent_Half_Hour Table
Name Description Data Type Keys and NULL Option
AvailableInMRDTimeToHalf

The number of seconds in the half-hour interval that this agent was available with respect to this Media Routing Domain (MRD).

An agent is available, or eligible to be assigned a task in this MRD, if the agent meets all of these conditions:

  • The agent is in any state other than Not Ready state for this MRD.
  • The agent is working only on an interruptible e-mail task in another MRD. System software can assign an agent another task while they are working on an e-mail. Voice calls, blended collaboration, and chat sessions cannot be interrupted.
  • The agent has not reached the maximum task limit for this MRD. For voice calls and blended collaboration calls, the maximum task limit is always one task. For e-mail and chat, the maximum task limit is configurable and can be more than one. The agent is considered eligible to be assigned e-mails or chat until the maximum task limit is reached for that MRD.
DBINT NULL
AvailTimeToHalf

Total time, in seconds, the agent was in the NOT ACTIVE state during the half- hour interval.

DBINT NULL
DateTime

The Central Controller date and time at the start of the interval, when Peripheral is in same time zone as Central Controller.

The Peripheral (ACD) date and time at the start of the interval, when Peripheral is in a different time zone than Central controller.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE-1 NULL
LoggedOnTimeToHalf

Total time, in seconds, the agent was logged into this Media Routing Domain during the half-hour interval.

DBINT NULL
MRDomainID

Identifies the Media Routing Domain.

DBINT PK, FK NOT NULL
NotReadyTimeToHalf

Total time, in seconds, the agent was in the Not Ready state (a state in which agents are logged on, but are neither involved in any call handling activity, nor available to handle a call) with respect to this Media Routing Domain during the half-hour interval.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record.

DBFLT8 AK-1 NOT NULL
Reserved1

Reserved for future use.

DBINT NULL
Reserved2

Reserved for future use.

DBINT NULL
Reserved3

Reserved for future use.

DBINT NULL
Reserved4

Reserved for future use.

DBINT NULL
Reserved5

Reserved for future use.

DBFLT4 NULL
RoutableInMRDTimeToHalf

The number of seconds in the half-hour interval that this agent was routable with respect to this MRD.

DBINT NULL
RouterCallsAbandQToHalf

Number of calls queued to the agent by the CallRouter that were abandoned during the half-hour interval.

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT NULL
RouterCallsAbandToHalf

The count of calls abandoned after they have been routed to an agent, during the half-hour interval.

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

Note    This field is applicable to Unified CCE.
DBINT NULL
RouterCallsAnsweredToHalf

The count of calls that are answered by the agent in this Skill Group in the half-hour interval.

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

Note    This field is applicable to Unified CCE.
DBINT NULL
RouterCallsDequeuedToHalf

This value is incremented when a call is dequeued from an agent and routed to another agent in the half-hour interval.

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT NULL
RouterCallsHandledToHalf

The number of calls handled at this agent during the half-hour interval, reflecting the number of calls that were sent to this agent that have the Handled type of Call Disposition Flag value 1.

For systems that use the Router Requery feature, this is the count of requery events for the call in the half-hour interval

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

Note    This field is applicable to Unified CCE.
DBINT NULL
RouterErrorToHalf

The number of calls that resulted in an error condition in the half-hour interval.

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

Note    This field is applicable to Unified CCE.
DBINT NULL
RouterCallsRedirectedToHalf

For systems that use the Router Requery feature, this is the count of requery events for the call in the half-hour interval.

For systems using RONA, this is the count of TCDs with call disposition of DBCDF_REDIRECTED - 5.

If a system has both configurations, both events increments this field..

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

Note    This field is applicable to Unified CCE.
DBINT NULL
RouterCallsOfferedToHalf

The count of calls routed or queued to the agent in the half-hour interval.

This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT NULL
RouterQueueCallsToHalf

Number of calls queued to the agent by the CallRouter during the half-hour interval.

DBINT NULL
SkillTargetID

Identifies the agent.

DBINT PK, FK NOT NULL
TalkOtherTimeToHalf

Total time, in seconds, the agent spent talking on internal calls during the half- hour interval.

Note    Only defined for voice media.
Note    For non-voice media, this is set to zero.
DBINT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK NOT NULL

Agent_Interval

This table describes the Agent Details under the 15 Minute Reporting category.

Table 15 Fields in Agent_Interval Table
Name Description Data Type Keys and NULL Option
AvailTime

Total time, in seconds, the agent was in the NOT ACTIVE state during the reporting interval.

DBINT YES
AvailableInMRDTime

The number of seconds in the reporting interval that this agent was available with respect to this Media Routing Domain.

An agent is available, or eligible to be assigned a task in this MRD, if the agent meets all of these conditions:

  1. The agent is in any state other than Not Ready state for this MRD.
  2. The agent is not working on a non-interruptible task in another MRD.
  3. Only e-mail tasks are interruptible, meaning that system software can assign agents another task while they are working on an e-mail. Voice calls, Blended Collaboration, and chat sessions cannot be interrupted
  4. The agent has not reached the maximum task limit for this MRD. For voice calls and Blended Collaboration calls, the task limit is always one task. For e-mail and chat, the maximum task limit is configurable and can be more than one task. The agent is considered eligible to be assigned e-mails or chat until the maximum task limit is reached for that MRD.
DBINT YES
DateTime

The Central Controller date and time at the start of the interval.

DBSMALLDATE PK1, NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE1
Extension

The last extension the agent was logged into during this interval.

varchar NULL
LoggedOnTime

Total time, in seconds, the agent was logged into this Media Routing Domain during the reporting interval.

DBINT YES
MRDomainID

Identifies the Media Routing Domain.

DBINT PK4, NOT NULL
NotReadyTime

Total time, in seconds, the agent was in the Not Ready state (a state in which agents are logged on, but are neither involved in any call handling activity, nor available to handle a call) with respect to this Media Routing Domain during the reporting interval.

DBINT YES
NonACDLineCallsInCount

Indicates how many non-ACD calls the agent answered on one of the non-ACD lines. Only populated when Multiline feature is enabled.

DBNIT YES
NonACDLineCallsOutCount

Indicates how many non-ACD calls the agent initiated on one of the non-ACD lines. Only populated when Multiline feature is enabled.

DBNIT YES
NonACDLineCallsInTime

Indicates how much time the agent spent on non-ACD calls that the agent answered on the non-ACD lines. This time includes the time from answered until the call ended. Only populated when Multiline feature is enabled. Only applies to Unified CCE.

DBNIT YES
NonACDLineCallsOutTime

Indicates how much time the agent spent on non-ACD calls that the agent initiated on the non-ACD lines. This time includes the time from when the call was initiated until the call ended whether or not the call was answered. Only populated when Multiline feature is enabled. Only applies to Unified CCE.

DBNIT YES
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record.

DBFLT8 AK1, NOT NULL
ReportingHalfHour

The value indicates half-hour boundary interval (0 - 47). Two 15-minute interval records have unique half hour boundary values.

DBINT IE2, NULL
ReportingInterval

This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30.

DBINT IE3, NULL
Reserved1

Reserved for future use.

DBNIT YES
Reserved2

Reserved for future use.

DBNIT YES
Reserved3

Reserved for future use.

DBNIT YES
Reserved4

Reserved for future use.

DBNIT YES
Reserved5

Reserved for future use.

DBFLT4 YES
RoutableInMRDTime

The number of seconds in the reporting interval that this agent was routable with respect to this MRD.

DBINT YES
RouterCallsAbandQ

Number of calls queued to the agent by the CallRouter that were abandoned during the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT YES
RouterQueueCalls

Number of calls queued to the agent by the CallRouter during the reporting interval.

DBINT YES
RouterCallsOffered

The count of calls routed or queued to the agent in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT YES
RouterCallsAband

The count of calls abandoned after they have been routed to an agent, during the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBINT YES
RouterCallsDequeued

This value is incremented when a call is dequeued from an agent and routed to another agent in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT YES
RouterCallsRedirected

For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. For systems using Ring on No Answer (RONA), this is the count of TCDs with call disposition of DBCDF_REDIRECTED. If a system has both configurations, both events increment this field. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBINT YES
RouterCallsAnswered

The count of calls that are answered by the agent in this Skill Group in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBNIT YES
RouterCallsHandled

The number of calls handled at this agent during the reporting interval, reflecting the number of calls that were sent to this agent that have the Handled type of Call Disposition Flag value 1. For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBNIT YES
RouterError

The number of calls that result in an error condition in the reporting interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBNIT YES
SkillTargetID

Identifies the agent.

DBINT PK2, NOT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK3, NOT NULL
TalkOtherTime

Total time, in seconds, the agent spent talking on internal calls during the reporting interval. Only defined for voice media. For non-voice media, this is set to zero.

DBINT YES

Agent_Logout

This table is one of the Agent Detail tables in the Skill Target categor (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Central database only. Each row provides statistics for an agent's session. A session begins when an agent first logs in to the system and ends when the agent logs out.

Related tables for Agent_Logout

Agent (via SkillTargetID)

Media_​Routing_​Domain (via MRDomainID)

Table 16 Indexes for Agent_Logout Table

index_name

index_description

index_keys

XAK1Agent_Logout

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKAgent_Logout

clustered, unique, primary key located on PRIMARY

LogoutDateTime, SkillTargetID, TimeZone, MRDomainID

Table 17 Fields in Agent_Logout Table
Name Description Data Type Keys and NULL Option
Extension

Extension the Agent was logged in

varchar (32) NULL
LoginDuration

Number of seconds the agent was logged in.

DBINT NULL
LogoutDateTime

Central Controller date and time when the agent logged out.

DBDATETIME PK NOT NULL
MRDomainID

The identifier for the Media Routing Domain associated with the agent logout.

DBINT PK NOT NULL
PhoneType

The type of phone being used:

0 = normal ACD/Unified CCE phone, or non-voice task

1 = remote phone, call by call

2 = remote phone, nailed connection

All new agent logout data has a NOT NULL value by default.

During upgrade or migration, the value for this column is NULL.

DBSMALLINT NULL
ReasonCode

Reason code returned by the peripheral for the agent logout. See Reason Codes.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record.

DBFLT8 AK-1 NOT NULL
RemotePhoneNumber

For a mobile agent working remotely, the current phone number.

VARCHAR (32) NULL
SkillTargetID

Identifies the agent.

DBINT PK NOT NULL
TimeZone

The time zone for the dates and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK NOT NULL

Agent_Real_Time

This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target. To see database rules for these tables, see Skill Target Tables.

Local database only. Each row in the table is for an agent and MRD pair currently logged in. For example, if the agent was logged into three MRDs, then the agent has three rows in the table.

Related tables

Agent (via SkillTargetID)

Media_​Routing_​Domain (via MRDomainID)

Service (ServiceSkillTargetID maps to Service.SkillTargetID)

Skill_​Group (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID)

Table 18 Index - Agent_Real_Time Table

index_name

index_description

index_keys

XPKAgent_Real_Time

clustered, unique, primary key located on PRIMARY

SkillTargetID, MRDomainID

Table 19 Fields in Agent_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentStatus

Reserved for future use.

DBINT NULL
AgentState

The current real time state of the agent with respect to this MRD.

To see Agent State values, see AgentState.

DBINT NULL
AvailableInMRD

The agent's availability status with respect to the MRD:

  • 0 = Not Available
  • 1 = ICM Available
  • 2 = Application Available
DBINT NULL
CallInProgress

The number of tasks associated with this MRD on which this agent is currently working.

DBINT NULL
CampaignID

The campaign ID for the campaign associated with this call. This field is populated when the call is answered by an agent.

Note    This field is applicable to Outbound Option only
DBINT NULL
CustomerAccountNumber

The account number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent.

Note    This field is applicable to Outbound Option only.
varchar(32) NULL
CustomerPhoneNumber

The phone number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent.

Note    This field is applicable to Outbound Option only.
VTELNO20 NULL
DateTime

The Central Controller date and time at the start of the interval.

DBDATETIME NOT NULL
DateTimeLastModeChange

The date and time of the agent last mode change in this MRD.

An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable.

If the mode is routable, the Unified ICM controls the agent and assigns tasks to the agent. When an agent is routable for an MRD, an application instance (for example: Unified EIM or Unified WIM) will not allow the agent to work on a task unless Unified ICM assigns the task.

If the mode is not routable, the application instance (for example: Unified EIM) controls the agent and assigns tasks to the agent. The software tracks the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task the agent is working on.

For Unified EIM and Unified WIM, an agent mode never changes. Each agent is either always routable or always not routable for the Unified EIM and Unified WIM MRDs.

An agent mode is always routable with respect to the voice MRD.

DBDATETIME NULL
DateTimeLastStateChange

Date and time of the agent's last state change in this MRD.

DBDATETIME NULL
DateTimeLogin

Date and time the agent logged on to this MRD.

Date and time of the agent's last state change in this MRD.

DBDATETIME NULL
DateTimeTaskLevelChange

The date and time of the agent's last task level change in this MRD.

Chat agents have a maximum number of open slots. The task level changes when the number of open slots changes as a result of the number of calls in progress changing (the number of open slots = the maximum number of tasks - calls in progress).

This applies to all other agents as well, however, the task level is always 0 or 1.

DBDATETIME NULL
Destination

Destination type of outbound call on which the agent is currently working:

  • 0 = None
  • 1 = ACD
  • 2 = Direct
  • 3 = For predictive and progressive mode OB calls
  • 4 = For outbound reservation call
  • 5 = For Preview and Direct Preview mode OB calls
DBINT NULL
Direction

Direction of call on which the agent is currently working:

  • NULL= None
  • 0 = None
  • 1 = In (non-voice tasks are always inbound)
  • 2 =Out
  • 3 = Other In
  • 4 = Other Out/Direct Preview
  • 5 = Outbound Reserve
  • 6 = Outbound Preview
  • 7 = Outbound Predictive/Progressive
DBINT NULL
Extension

Extension on which the agent is currently working.

varchar(32) NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
MaxTasks

The maximum number of tasks associated with this Media Routing Domain on which this agent can work simultaneously.

DBINT NULL
MRDomainID

The identifier for the Media Routing Domain associated with this peripheral.

DBINT PK, FK NOT NULL
NetworkTargetID
Note    This applies for Unified CCE agents only.
Note    This applies for Unified CCE agents only.
DBINT FK NULL
OnHold

OnHold status of the agent:

  • 0 = Call not on hold
  • 1 = Call on hold
DBINT NULL
PhoneType

The kind of phone being used:

  • 0 = normal ACD/IPCC phone, or non voice task
  • 1 = remote phone, call by call
  • 2 = remote phone, nailed connection
DBSMALLINT NOT NULL
PrecisionQueueID

Identifies the Precision Queue for the call on which the Agent is currently working otherwise the value will be 0.

DBINT NULL
QueryRuleID
Note    This field is applicable to Outbound Option only.
Note    This field is applicable to Outbound Option only.
DBINT NULL
ReasonCode

Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes.

Note   

ReasonCode is supported for the Not Ready and Logged Off agent states only.

DBINT NULL
RemotePhoneNumber

For a mobile agent who is working remotely, current phone number.

VARCHAR (32) NULL
RequestedSupervisorAssist

Indicates whether the agent has requested supervisor assistance:

  • 1= Yes, the agent requested assistance.
  • 0= No, the agent did not request assistance.
Note    This field is applicable to Unified CCE.
DBINT NULL
Routable

Indicates whether calls from the agent are routable with respect to this Media Routing Domain:

  • 1 = the agent is routable.
  • 0 = the agent is not routable.

An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable.

If calls in this mode are routable, the Unified ICM controls the agent and assigns tasks to the agent. When a call from an agent is routable for an MRD, an application instance (for example: Unified EIM or Unified WIM) will not allow the agent to work on a task unless Unified ICM assigns the task.

If a call from the mode is not routable, the application instance (for example: Unified EIM) controls the agent and assigns tasks to the agent. The system software tracks the agent's task activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task on which the agent is working.

For Unified EIM and Unified WIM, an agent's mode never changes. A call from each agent is either always routable or always not routable for the Unified EIM and Unified WIM MRDs.

Calls from an agent's mode are always routable with respect to the voice MRD.

DBINT NULL
RouterCallsQueueNow

Number of calls currently queued for the agent at the CallRouter.

DBINT NULL
RouterLongestCallQ

The time when the longest call in queue was queued for the agent.

DBDATETIME NULL
ServiceSkillTargetID

Identifies the service for the call on which the agent is currently working.

If this agent is not working on a task in this MRD, this field is zero.

If the agent is working on only one task in this MRD, this field is the ID of the service associated with that task.

If the agent is working on more than one task in this MRD, and at least one of these tasks is ACTIVE, this field is the ID of the service associated with one of those active tasks.

Otherwise, this field is the ID of the service associated with one of the tasks on which the agent is working.

DBINT NULL
SkillGroupSkillTargetID

Identifies the skill group for the call on which the agent is currently working.

If this agent is not working on a task in this MRD, this field is zero.

If the agent is working on only one task in this MRD, this field is the ID of the skill group associated with that task.

If the agent is working on more than one task in this MRD, and at least one of these tasks is ACTIVE, this field is the ID of the skill group associated with one of those active tasks.

Otherwise, this field is the ID of the skill group associated with one of the tasks on which the agent is working.

DBINT NULL
SkillTargetID

Identifies the agent.

DBINT PK, FK NOT NULL

Agent_Skill_Group_Half_Hour

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Central database only.

Each row provides half-hour statistics for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Half Hour rows are created for that agent each half-hour.

The software generates Agent_Skill_Group_Half_Hour records for each skill group member.


Note


  • Because of rounding, the various time element data such as AgentOutCallsTimeToHalf, HoldTimeToHalf, LoggedOnTimeToHalf in the Agent_Skill_Group_Half_Hour table are slightly different than the comparable data in the Skill_Group_Half_Hour table. The data in the Skill_Group_Half_Hour table is more exact.
  • For blind conferences in Unified CCE with an IPCC System PG, this field is updated when the call that was blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this field is not updated in Unified CCE without an IPCC System PG.

Related tables

Skill_​Group_​Member (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Table 20 Indexes for Agent_Skill_Group_Half_HourTable

index_name

index_description

index_keys

XAK1Agent_Skill_Group_Half_Hour

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Agent_Skill_Group_Half_Hour

nonclustered, located on PRIMARY

DbDateTime

XPKAgent_Skill_Group_Half_Hour

clustered, unique, primary key located on PRIMARY

DateTime, SkillTargetID, SkillGroupSkillTargetID, TimeZone


Note


The Agent_Skill_Group_Interval Table is populated with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. The Agent_Skill_Group_Half_Hour Table is not populated with this data.
Table 21 Fields in Agent_Skill_Group_Half_HourTable
Name Description Data Type Keys and NULL Option
AbandonHoldCallsToHalf

During the half-hour interval, the total number of ACD calls that were abandoned while being held at an agent position. This value is counted at the time the call disconnects, and the database is updated every half hour.

DBINT NULL
AbandonHoldOutCallsToHalf

During the half-hour interval, the total number of Outgoing calls that were abandoned while on hold.

DBINT NULL
AbandonRingCallsToHalf

During the half-hour interval, the total number of ACD calls that abandoned while ringing at an agent's position. The value is incremented at the time the call disconnects.

DBINT NULL
AbandonRingTimeToHalf

During the half-hour interval, the total ring time associated with ACD calls that were abandoned while alerting an agent's position. RingTime occurs after any DelayTime and LocalQTime. The value is counted at the time the call disconnects, and the database is updated every half hour.

DBINT NULL
AgentOutCallsOnHoldTimeToHalf

During the half-hour interval, the total number of seconds outbound ACD calls were placed on hold by an agent associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed.

DBINT NULL
AgentOutCallsOnHoldToHalf

During the half-hour interval, the total number of outbound ACD calls an agent associated with this skill group ended and that were placed on hold at least once during the life of the call. The value is counted when the after-call work associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
AgentOutCallsTalkTimeToHalf

Total talk time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the half-hour interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The value is counted when the after-call-work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
AgentOutCallsTimeToHalf

The total handle time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the half-hour interval. 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 counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
AgentOutCallsToHalf

The total number of outbound ACD calls made by an agent associated with this skill group that ended during the half-hour interval. The value is counted when any after-call work time associated with the call is completed, and the database is updated every half hour.

DBINT NULL
AgentTerminatedCallsToHalf

Not currently supported.

DBINT NULL
AnswerWaitTimeToHalf

The sum of the answer wait times of all tasks an agent associated with this skill group answered during the half-hour interval. It is counted at the time the call is answered, and the database is updated every half hour.

It is the current half-hour interval total of:

  • In Unified ICM, the time in seconds from when the call first arrives at the ACD to when the agent answers the call. AnswerWaitTime is based on the following:
    • DelayTime
    • LocalQTime
    • RingTime
  • In Unified CCE , the number of seconds calls spent between first being queued to the skillgroup through Select (LAA) or Queue to Skillgroup nodes to when they were answered by an agent. AnswerWaitTime is based on the following:
    • DelayTime
    • LocalQTime
    • RingTime
    • NetworkQTime
DBINT NULL
AutoOutCallsOnHoldTimeToHalf

The total number of seconds that AutoOut (predictive) calls were placed on hold by an agent associated with this skill group during the half-hour interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
AutoOutCallsOnHoldToHalf

During the half-hour interval, the total number of ended AutoOut (predictive) calls that an agent associated with this skill group have placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
AutoOutCallsTalkTimeToHalf

Total talk time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
AutoOutCallsTimeToHalf

The total handle time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
AutoOutCallsToHalf

The total number of AutoOut (predictive) calls made by an agent associated with this skill group that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
AvailTimeToHalf

Total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group during the half-hour interval. AvailTime is included in the calculation of LoggedOnTime.

DBINT NULL
BargeInCallsToHalf

During the half-hour interval, the number of calls associated with an agent associated with the skill group barged in on either by the supervisor or by the agent

Note    This field is applicable for Unified CCE only.
DBINT NULL
BusyOtherTimeToHalf

Number of seconds an agent spent in the BusyOther state with respect to this skill group during the half-hour interval. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT NULL
CallbackMessagesTimeToHalf

Number of seconds the agent spent processing callback messages during the half-hour interval.

Note    This field applicable only to the Aspect ACD.
DBINT NULL
CallbackMessagesToHalf

Number of callback messages processed by the agent during the half-hour interval.

Note    This field applicable only to the Aspect ACD.
DBINT NULL
CallsAnsweredToHalf

Number of routed calls answered by an agent associated with this skill group during the given interval. CallsAnswered is incremented in the interval where the call is answered, as opposed to CallsHandled which is incremented in the interval where the call ends.

Note    With the existence of a network VRU, in a Unified ICME deployment with an IPCC System PG, this value does not include time spent in the network VRU.
DBINT NULL
CallsHandledToHalf

The number of inbound ACD calls that have been answered and have completed wrap-up by agents in the skill group during the half-hour interval.

A handled call is:

  • An incoming ACD call that was answered by an agent, and then completed.
  • A non-voice task that the agent started working on then completed.

A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task.

Note    This field is applicable for Unified ICM/Unified CCE.
DBINT NULL
ConferencedInCallsTimeToHalf

During the half-hour interval, the number of seconds an agent associated with this skill group was involved in incoming conference calls. Conferenced in calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour.

DBINT NULL
ConferencedInCallsToHalf

During the half-hour interval, the number of incoming calls the agent was conferenced into. Incoming calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour.

DBINT NULL
ConferencedOutCallsTimeToHalf

During the half-hour interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour.

DBINT NULL
ConferencedOutCallsToHalf

During the half-hour interval, the number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour.

DBINT NULL
ConsultativeCallsTimeToHalf

During the half-hour interval, the number of seconds agents spent handling consultative calls with at least one ACD call on hold. The value is counted when the after-call work time associated with the consultative call (if any) has completed, and the database is updated every half hour.

DBINT NULL
ConsultativeCallsToHalf

The number of consultative calls, dealt with by an agent associated with this skill group, that ended in the half-hour interval. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every half hour.

DBINT NULL
DateTime

The Central Controller date and time at the start of the interval, when Peripheral is in same time zone as Central Controller.

The Peripheral (ACD) date and time at the start of the interval, when Peripheral is in a different time zone than Central controller.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE-1 NULL
EmergencyAssistsToHalf

During the half-hour interval, the number of emergency assist requests made either by the agent or by the supervisor.

Note    This field is applicable for Unified CCE only.
DBINT NULL
HandledCallsTalkTimeToHalf

The number of seconds that an agent spent in TalkTime for the handled calls that are associated with a skill group and that ended in this half-hour interval.

Note    This field is applicable for Unified ICM, Unified CCE and Outbound Option.
DBINT NULL
HandledCallsTimeToHalf

The number of seconds that an agent spent on calls that were handled within the half-hour interval.

Note    This field is applicable for Unified ICM, Unified CCE and Outbound Option.
DBINT NULL
HoldTimeToHalf

Number of seconds where all calls to the agent are on hold during the half-hour interval. HoldTime is counted only while the agent is doing no other call-related activity. HoldTime is included in the calculation of LoggedOnTime.

DBINT NULL
IncomingCallsOnHoldTimeToHalf

Total number of seconds for inbound ACD calls that an agent associated with this skill group placed on hold that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
IncomingCallsOnHoldToHalf

The total number of inbound ACD calls that an agent associated with this skill group placed on hold at least once during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InterceptCallsToHalf

During the half-hour interval, the number of calls intercepted either by the supervisor or by the agent.

Note    This field is applicable for Unified CCE only.
DBINT NULL
InternalCallsOnHoldTimeToHalf

The total number of seconds spent on hold by internal calls an agent associated with this skill group that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InternalCallsOnHoldToHalf

The total number of internal calls that an agent associated with this skill group that were placed on hold that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InternalCallsRcvdTimeToHalf

The total number of seconds spent on internal calls associated with this skill group that were received by an agent that ended in the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InternalCallsRcvdToHalf

Number of internal calls associated with this skill group that were received by an agent and that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InternalCallsTimeToHalf

Total number of seconds an agent associated with this skill group spent on internal calls that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InternalCallsToHalf

Number of internal calls an agent associated with this skill group ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
InterruptedTimeToHalf

This field not currently supported.

DBINT NULL
LoggedOnTimeToHalf

Total time, in seconds, an agent associated with this skill group was logged on during the half-hour interval.

Note    This field is applicable for Unified ICM/Unified CCE and Outbound Option.
DBINT NULL
MonitorCallsToHalf

The number of calls monitored either by the supervisor or by the agent.

Note    This field is applicable for Unified CCE only.
DBINT NULL
NetConfOutCallsTimeToHalf

The number of seconds the agent spent on Network conference calls that they initiated during the half-hour interval.

This only includes time spent on Network conference calls initiated by the agent.

The value includes any HoldTime for the call. This database element uses ConferenceTime from the Termination_Call_Detail table.

The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour.

DBINT NULL
NetConferencedOutCallsToHalf

During the half-hour interval, the number of Network conference calls the agent initiated.

The count of NetConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour.

DBINT NULL
NetConsultativeCallsTimeToHalf

During the half-hour interval, the number of seconds agents spent handling a Network consultative call with at least one call on hold.

The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every half hour.

DBINT NULL
NetConsultativeCallsToHalf

During the half-hour interval, the number of Network consultative calls completed by agents with at least one call on hold.

The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every half hour.

DBINT NULL
NetTransferredOutCallsToHalf

Number of calls Network (Blind and Consultative) transferred out by the agent during the half-hour interval. The value is updated at the time the agent completes the transfer of the call.

DBINT NULL
NotReadyTimeToHalf

Total seconds an agent was in the Not Ready state with respect to this skill group during the half-hour interval. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
PreviewCallsOnHoldTimeToHalf

During the half-hour interval, the total number of seconds spent on hold by outbound Preview calls that an agent associated with this skill group ended.The value is counted when the after-callwork time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
PreviewCallsOnHoldToHalf

The total number of ended outbound Preview calls that an agent associated with this skill group have PreviewCallsOnHoldToHalf placed on hold at least once during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
PreviewCallsTalkTimeToHalf

Total talk time, in seconds, for outbound Preview calls handled by an agent associated with this skill group that ended during the half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
PreviewCallsTimeToHalf

Total handle time, in seconds, for Outbound Preview calls handled by an agent associated with this skill group that ended during the half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
PreviewCallsToHalf

Total number of outbound Preview calls made by an agent associated with this skill group that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
RedirectNoAnsCallsTimeToHalf

During the half-hour interval, the number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every half hour.

DBINT NULL
RedirectNoAnsCallsToHalf

During the half-hour interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every half hour.

DBINT NULL
ReserveCallsOnHoldTimeToHalf

The time the reservation call has been on hold during the half-hour interval.

DBINT NULL
ReserveCallsOnHoldToHalf

The total number of reservation calls placed on hold at least once during the half-hour interval.

DBINT NULL
ReserveCallsTalkTimeToHalf

This is the talk time for the reservation call. It should be either zero or a few seconds. This is counted using Call State.

DBINT NULL
ReserveCallsTimeToHalf

This is the sum of the above two columns. This is counted using Call State.

DBINT NULL
ReserveCallsToHalf

Number of reservation calls, always equal to the ReserveCallsOnHoldToHalf.

DBINT NULL
Reserved1

Reserved for future use.

DBINT NULL
Reserved2

Reserved for future use

DBINT NULL
Reserved3

Reserved for future use.

DBINT NULL
Reserved4

Reserved for future use.

DBINT NULL
Reserved5

Reserved for future use.

DBFLT4 NULL
ReservedStateTimeToHalf

How long an agent is in Reserved state. This is counted using Agent State.

DBINT NULL
ShortCallsToHalf

During the half-hour interval, the number of calls answered by an agent associated with this skill group where the duration of the calls falls short of the AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd.

DBINT NULL
SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT PK, FK NOT NULL
SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT PK, FK NOT NULL
SupervAssistCallsTimeToHalf

Number of seconds an agent associated with this skill group spent on supervisor-assisted calls during the half-hour interval. The value is counted when the supervisor-assisted call completes, and the database is updated every half hour.

Note    This field is applicable for Unified CCE only.
DBINT NULL
SupervAssistCallsToHalf

Number of calls for which an agent received supervisor assistance during the half-hour interval. The value is counted when the supervisor-assisted call completes, and the database is updated every half hour.

DBINT NULL
TalkAutoOutTimeToHalf

The number of seconds the agent spent talking on AutoOut (predictive) calls during the half-hour interval. TalkAutoOutTime is included in the calculation of LoggedOnTime.

DBINT NULL
TalkInTimeToHalf

Number of seconds an agent associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the half-hour interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOtherTimeToHalf

Number of seconds that an agent in the skill group spent talking on other calls (neither inbound or outbound) during the half-hour interval.

Examples: agent-to-agent transfers and supervisor calls.

TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOutTimeToHalf

Number of seconds an agent associated with this skill group spent talking on external outbound or consultive transfer calls during the half-hour interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkPreviewTimeToHalf

The number of seconds the agent spent talking on outbound Preview calls during the half-hour interval. TalkPreviewTime is included in the calculation of LoggedOnTime.

DBINT NULL
TalkReserveTimeToHalf

This is how long an agent is in Talking state since the reservation call is connected to the agent. This is counted using Agent State.

DBINT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from GMT.

DBINT PK NOT NULL
TransferredInCallsTimeToHalf

Number of seconds an agent associated with this skill group spent handling transferred in calls that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
TransferredInCallsToHalf

Number of calls transferred into the skill group during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every half hour.

DBINT NULL
TransferredOutCallsToHalf

Number of calls transferred out by the agent during the half-hour interval. The value is updated at the time the agent completes the transfer of the call.

DBINT NULL
WhisperCallsToHalf

During the half-hour interval, the number of calls coached either by the supervisor or by the agent.

DBINT NULL
WorkNotReadyTimeToHalf

Total time in seconds an agent associated with this skill group was in the Work Not Ready state during the half-hour interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime.

DBINT NULL
WorkReadyTimeToHalf

Total seconds an agent in the skill group was in the Work Ready state for tasks associated with this skill group that ended during the half-hour interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL

Agent_Skill_Group_Interval

This table describes the Agent Details under the 15 Minute Reporting category.


Note


For blind conferences in Unified CCE with an IPCC System PG, this field is updated when the call that was blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this field is not updated in Unified CCE with an IPCC System PG.
Table 22 Fields in Agent_Skill_Group_Interval Table
Name Description Data Type Keys and NULL Option
AbandonHoldOutCalls

During the reporting interval, the total number of Outgoing calls that were abandoned while on hold.

DBINT NULL
AbandonRingCalls

During the reporting interval, the total number of ACD calls that abandoned while ringing at an agent position. The value is incremented at the time the call disconnects.

DBINT NULL
AbandonRingTime

During the reporting interval, the total ring time associated with ACD calls that were abandoned while alerting an agent's position. RingTime occurs after any DelayTime and LocalQTime. The value is counted at the time the call disconnects, and the database is updated every reporting.

DBINT NULL
AbandonHoldCalls

During the reporting interval, the total number of ACD calls that were abandoned while being held at an agent position. This value is counted at the time the call disconnects, and the database is updated every reporting.

DBINT NULL
AgentOutCallsTime

The total handle time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. 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 counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
AgentOutCallsTalkTime

Total talk time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work. The value is counted when the after-call-work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
AgentOutCalls

The total number of outbound ACD calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting.

DBINT NULL
AgentOutCallsOnHold

During the reporting interval, the total number of outbound ACD calls an agent associated with this skill group ended and that were placed on hold at least once during the life of the call. The value is counted when the after-call work associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
AgentOutCallsOnHoldTime

During the reporting interval, the total number of seconds outbound ACD calls were placed on hold by an agent associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed.

DBINT NULL
AgentTerminatedCalls

Not currently supported.

DBINT NULL
AnswerWaitTime

The sum of the answer wait times of all calls an agent associated with this skill group answered during the reporting interval. It is counted at the time the call is answered, and the database is updated at every reporting interval.

It is the current reporting interval total of:

  1. In Unified ICM, the time in seconds from when the call first arrives at the ACD to when the agent answers the call. AnswerWaitTime is based on the following:
    • DelayTime
    • LocalQTime
    • RingTime
  2. In Unified CCE, the number of seconds calls spent between first being queued to the skillgroup through Select (LAA) or Queue to Skillgroup nodes to when they were answered by an agent. AnswerWaitTime is based on the following:
    • DelayTime
    • LocalQTime
    • RingTime
    • NetworkQTime
DBINT NULL
AttributeID1

Attribute 1 associated with the Precision Queue.

DBINT NULL
AttributeID2

Attribute 2 associated with the Precision Queue.

DBINT NULL
AttributeID3

Attribute 3 associated with the Precision Queue.

DBINT NULL
AttributeID4

Attribute 4 associated with the Precision Queue.

DBINT NULL
AttributeID5

Attribute 5 associated with the Precision Queue.

DBINT NULL
AttributeID6

Attribute 6 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID7

Attribute 7 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID8

Attribute 8 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID9

Attribute 9 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID10

Attribute 10 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AvailTime

Total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

DBINT NULL
AutoOutCalls

The total number of AutoOut (predictive) calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
AutoOutCallsTime

The total handle time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
AutoOutCallsTalkTime

Total talk time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
AutoOutCallsOnHold

During the reporting interval, the total number of ended AutoOut (predictive) calls that an agent associated with this skill group have placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
AutoOutCallsOnHoldTime

The total number of seconds that AutoOut (predictive) calls were placed on hold by an agent associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
BargeInCalls

During the reporting interval, the number of calls associated with an agent associated with the skill group barged in on either by the supervisor or by the agent This field is applicable for Unified CCE only.

DBINT NULL
BusyOtherTime

Number of seconds an agent spent in the BusyOther state with respect to this skill group during the reporting interval. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT NULL
CallbackMessagesTime

Number of seconds the agent spent processing callback messages during the reporting interval. This field applicable only to the Aspect ACD.

DBINT NULL
CallbackMessages

Number of callback messages processed by the agent during the reporting interval. This field applicable only to the Aspect ACD.

DBINT NULL
CallsAnswered

Number of routed calls answered by an agent associated with this skill group during the given interval. CallsAnswered is incremented in the interval where the call is answered, as opposed to CallsHandled which is incremented in the interval where the call ends.

Note    With the existence of a network VRU, in a Unified ICME deployment with an IPCC System PG, this value does not include time spent in the network VRU.
DBINT NULL
CallsHandled

The number of inbound ACD calls that have been answered and have completed wrap-up by agents in the skill group during the reporting interval.

A handled call is:

  • An incoming ACD call that was answered by an agent, and then completed.
  • A non-voice task that the agent started working on then completed.
Note   

This field is applicable for Unified CCE, Unified ICM, and Outbound Option.

DBINT NULL
ConsultativeCalls

The number of consultative calls an agent associated with this skill group that ended in the reporting interval. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT NULL
ConsultativeCallsTime

During the reporting interval, the number of seconds agents spent handling consultative calls with at least one ACD call on hold. The value is counted when the after-call work time associated with the consultative call (if any) has completed, and the database is updated every reporting.

DBINT NULL
ConsultOutCalls

The number of agent initiated consult calls for this interval that were external from the switch.

DBINT NULL
ConsultOutCallsTime

The time the agent spent on consult outbound calls.

DBINT NULL
ConferencedInCalls

During the reporting interval, the number of incoming calls into which the agent was conferenced. Incoming calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT NULL
ConferencedInCallsTime

During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT NULL
ConferencedOutCalls

During the reporting interval, the number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT NULL
ConferencedOutCallsTime

During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT NULL
DateTime

The date and time at the start of the reporting interval.

DBSMALLDATE PK1, NULL
DbDateTime

The current date and time stamp when the records are written to the Historical Data Server (HDS) database. The logger database has NULL for this column.

DBDATETIME IE1, NULL
EmergencyAssists
Note    This field is applicable for Unified CCE only.
Note   

This field is applicable for Unified CCE only.

DBINT NULL
HandledCallsTalkTime

The number of seconds that an agent spent in TalkTime for the handled calls that are associated with a skill group and that ended in this 15-minute or half-hour interval.

Note    This field is applicable for Unified ICM, Unified CCE and Outbound Option.
DBINT NULL
HandledCallsTime
Note    This field is applicable for Unified ICM, Unified CCE, and Outbound Option.
Note   

This field is applicable for Unified ICM, Unified CCE, and Outbound Option.

DBINT NULL
HoldTime

Number of seconds where all calls to the agent are on hold during the reporting interval. HoldTime is counted only while the agent is doing no other call-related activity. HoldTime is included in the calculation of LoggedOnTime.

DBINT NULL
IncomingCallsOnHoldTime

Total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
IncomingCallsOnHold

The total number of inbound ACD calls that an agent associated with this skill group placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InternalCallsOnHoldTime

The total number of seconds an agent spent on hold in an internal call associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InternalCallsOnHold

During the reporting interval, the total number of internal calls that an agent associated with this skill group ended in this reporting that were placed on hold. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InternalCallsRcvdTime

The total number of seconds spent on internal calls associated with this skill group that were received by an agent that ended in the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InternalCallsRcvd

Number of internal calls associated with this skill group that were received by an agent and that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InternalCallsTime

Total number of seconds an agent associated with this skill group spent on internal calls that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InternalCalls

Number of internal calls an agent associated with this skill group ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
InterruptedTime

This field not currently supported.

DBINT NULL
InterceptCalls

During the reporting interval, the number of calls intercepted either by the supervisor or by the agent. This field is applicable for Unified CCE only.

DBINT NULL
LoggedOnTime

Total time, in seconds, an agent associated with this skill group was logged on during the reporting interval.

This value is based on the following:

  1. HoldTime
  2. TalkInTime
  3. TalkOutTime
  4. TalkOtherTime
  5. AvailTime
  6. NotReadyTime
  7. WorkReadyTime
  8. WorkNotReadyTime
  9. BusyOtherTime
  10. ReservedStateTime
  11. TalkAutoOutTime
  12. TalkPreviewTime
  13. TalkReservedTime
Note    This field is applicable for Unified ICM, Unified CCE, and Outbound Option.
DBINT NULL
MonitorCalls
Note    This field is applicable for Unified CCE only.
Note   

This field is applicable for Unified CCE only.

DBINT NULL
NetConsultativeCalls

During the reporting interval, the number of Network consultative calls completed by agents with at least one call on hold. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT NULL
NetConsultativeCallsTime

During the reporting interval, the number of seconds agents spent handling a Network consultative call with at least one call on hold. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT NULL
NetConferencedOutCalls

During the reporting interval, the number of Network conference calls the agent initiated. The count of NetConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT NULL
NetConfOutCallsTime

During the reporting interval, the number of seconds the agent spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. The value includes any HoldTime for the call. This database element uses ConferenceTime from the Termination_Call_Detail table. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT NULL
NetTransferredOutCalls

Number of calls Network (Blind and Consultative) transferred out by the agent during the reporting interval. The value is updated at the time the agent completes the transfer of the call.

DBINT NULL
NotReadyTime

Total seconds an agent was in the Not Ready state with respect to this skill group during the reporting interval. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
PrecisionQueueID

Together with SkillTargetID of the Agent identifies the Precision Queue Member. For Skill Group only Agents, the value is NULL.

DBINT PK4, NULL
PreviewCalls

Total number of outbound Preview calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
PreviewCallsTime

Total handle time, in seconds, for Outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
PreviewCallsTalkTime

Total talk time, in seconds, for outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
PreviewCallsOnHold

The total number of ended outbound Preview calls that an agent associated with this skill group have placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
PreviewCallsOnHoldTime

The total number of seconds outbound Preview calls that were placed on hold by agents associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBFLT8 AK1, NULL
ReportingHalfHour

The value indicates Half Hour boundary interval (0 - 47). Two 15-minute interval records have a unique half hour boundary value.

DBINT IE2, NULL
ReportingInterval

Contains the Reporting interval, in minutes, for Historical reporting.

DBINT IE3, NULL
RedirectNoAnsCalls

During the reporting interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting.

DBINT NULL
RedirectNoAnsCallsTime

During the reporting interval, the number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting.

DBINT NULL
ReservedStateTime

How long an agent is in Reserved state. This is counted using Agent State.

DBINT NULL
ReserveCalls

Number of reservation calls which equals the ReserveCallsOnHold.

DBINT NULL
ReserveCallsTime

This is the sum of the above two columns. This is counted using Call State.

DBINT NULL
ReserveCallsTalkTime

This is the talk time for the reservation call. It should be either zero or a few seconds. This is counted using Call State.

DBINT NULL
ReserveCallsOnHold

The total number of reservation calls placed on hold at least once during the reporting interval.

DBINT NULL
ReserveCallsOnHoldTime

The time the reservation call has been on hold during the reporting interval.

DBINT NULL
Reserved1

Reserved for future use.

DBINT NULL
Reserved2

Reserved for future use.

DBINT NULL
Reserved3

Reserved for future use.

DBINT NULL
Reserved4

Reserved for future use.

DBINT NULL
Reserved5

Reserved for future use.

DBFLT4 NULL
SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT PK2, NULL
SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT PK2, NULL
ShortCalls

During the reporting interval, the number of calls answered by an agent associated with this skill group where the duration of the calls falls short of the AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd.

DBINT NULL
SupervAssistCallsTime
Note    This field is applicable for Unified CCE only.
Note   

This field is applicable for Unified CCE only.

DBINT NULL
SupervAssistCalls

Number of calls for which an agent received supervisor assistance during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting.

DBINT NULL
TalkInTime

Number of seconds an agent associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the reporting interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOtherTime

Number of seconds that an agent in the skill group spent talking on other calls (neither inbound or outbound) during the reporting interval. Examples: agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOutTime

Number of seconds an agent associated with this skill group spent talking on external outbound or consultive transfer calls during the reporting interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from GMT.

DBINT PK4, NULL
TransferredInCallsTime

Number of seconds an agent associated with this skill group spent handling transferred in calls that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
TransferredInCalls

Number of calls transferred into the skill group during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT NULL
TransferredOutCalls

Number of calls transferred out by the agent during the reporting interval. The value is updated at the time the agent completes the transfer of the call.

DBINT NULL
TalkAutoOutTime

The number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime.

DBINT NULL
TalkPreviewTime

The number of seconds the agent spent talking on outbound Preview calls during the reporting interval. TalkPreviewTime is included in the calculation of LoggedOnTime.

DBINT NULL
TalkReserveTime

This is how long an agent is in Talking state since the reservation call is connected to the agent. This is counted using Agent State.

DBINT NULL
WorkNotReadyTime

Total time in seconds an agent associated with this skill group was in the Work Not Ready state during the reporting interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime.

DBINT NULL
WorkReadyTime

Total seconds an agent in the skill group was in the Work Ready state for tasks associated with this skill group that ended during the reporting interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
WhisperCalls

During the reporting interval, the number of calls coached either by the supervisor or by the agent.

DBINT NULL

Agent_Skill_Group_Logout

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Each row provides information about a single login session for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Logout rows are created for that agent.

The software generates an Agent_Skill_Group_Logout record for each skill group member.

Related tables

Skill Group Member (see Skill_​Group_​Member) (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Table 23 Indexes for Agent_Skill_Group_Logout Table

index_name

index_description

index_keys

XAK1Agent_Skill_Group_Logout

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKAgent_Skill_Group_Logout

clustered, unique, primary key located on PRIMARY

LogoutDateTime, SkillTargetID, SkillGroupSkillTargetID, TimeZone

Table 24 Fields in Agent_Skill_Group_Logout Table
Name Description Data Type Keys and NULL Option
LoginDuration

Number of seconds the agent was logged in to the skill group.

DBINT NULL
LogoutDateTime

Date and time when the agent logged out of the skill group.

DBDATETIME PK NOT NULL
ReasonCode

Reason code returned by the peripheral for the agent logout. See Reason Codes.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT PK, FK NOT NULL
SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT PK, FK NOT NULL
TimeZone

The time zone for the dates and times. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK NOT NULL

Agent_Skill_Group_Real_Time

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Local database only.

Each row provides real-time statistics for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Real Time rows are created for that agent.

The software generates an Agent_Skill_Group_Real_Time record for each skill group member.

Related tables

Skill Group Member (see Skill_​Group_​Member) (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Table 25 Index for Agent_Skill_Group_Real_Time Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Real_Time

located on PRIMARY

SkillTargetID, SkillGroupSkillTargetID

Table 26 Fields in Agent_Skill_Group_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentState

The current real time state of the agent. To see the list of Agent States, see AgentState.

DBINT NULL
AttributeID1

AttributeID1 of the agent associated with the Precision Queue.

DBINT NULL
AttributeID2

AttributeID2 of the agent associated with the Precision Queue.

DBINT NULL
AttributeID3

AttributeID3 of the agent associated with the Precision Queue.

DBINT NULL
AttributeID4

AttributeID4 of the agent associated with the Precision Queue.

DBINT NULL
AttributeID5

AttributeID5 of the agent associated with the Precision Queue.

DBINT NULL
CallsInProgress

The number of tasks currently associated with this skill group.

DBINT NULL
DateTime

The Central Controller date and time at the start of the interval.

DBDATETIME NOT NULL
DateTimeLastStateChange

Date and time of the agent's last state change.

DBDATETIME NULL
DateTimeLogin

Date and time the agent logged into the skill group.

DBDATETIME NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
FutureUseInt3

Reserved for future use.

DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
PrecisionQueueID

The precision queue ID of which the agent is a member. For skill group only agents, the value is NULL.

DBINT NULL
Priority

The priority of the agent in the skill group.

DBINT NULL
ReasonCode

Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes.

Note   

ReasonCode is supported for the Not Ready and Logged Off agent states only.

DBINT NULL
SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member. For precision queue only agents, the value is the SkillTargetID for internal PQ skill group.

DBINT PK, FK NOT NULL
SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT PK, FK NOT NULL

Agent_State_Trace

This table is one of the Agent Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Each row describes a change of state for an agent. By examining Agent State Trace rows you can trace all the state changes that have occurred for an agent.

The system software generates an Agent_State_Trace records for each agent for which tracing is enabled.

This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified ICM or Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs.

Related tables

Agent (via SkillTargetID)

Media_​Routing_​Domain (via MRDomainID)

Table 27 Indexes for Agent_State_Trace Table

index_name

index_description

index_keys

XAK1Agent_State_Trace

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKAgent_State_Trace

clustered, unique, primary key located on PRIMARY

DateTime, SkillTargetID, TimeZone, MRDomainID

Table 28 Fields in Agent_State_Trace Table
Name Description Data Type Keys and NULL Option
AgentState

The new agent state. To see the list of Agent States, see AgentState.

DBINT FK NULL
DateTime

The date and time at which the state change occurred.

DBDATETIME PK NOT NULL
Direction

The direction for talking states.

DBINT NULL
EventName

A code indicating the event that has occurred.

0 = LOGGED_OFF

1 = LOGGED_ON

2 = NOT_READY

3 = READY

4 = TALKING

5 = WORK_NOT_READY

6 = WORK_READY

7 = BUSY_OTHER

8 = RESERVED

9 = CALL_INITIATED

10 = CALL_HELD

11 = CALL_RETRIEVED

12 = CALL_TRANSFERRED

13 = CALL_CONFERENCED

14 = UNKNOWN

15 = OFFER_TASK

16 = OFFER_APPLICATION_TASK

17 = START_TASK

18 = START_APPLICATION_TASK

19 = PAUSE_TASK

20 = RESUME_TASK

21 = WRAPUP_TASK

22 = END_TASK

23 = INTERRUPT_TASK

24 = INTERRUPT_DONE

25 = INTERRUPT_UNACCEPTED

26 = MAKE_AGENT_READY

27 = MAKE_AGENT_NOT_READY

28 = TASK_INIT_REQ

29 = TASK_INIT_IND

30 = ROUTER_ASSIGNED_TASK

31 = PRE_CALL_TIMEOUT

DBINT NOT NULL
ICRCallKey

A unique number generated at the Peripheral Gateway. Values are reused after about 250 million calls.

DBINT NULL
MRDomainID

The date and time at which the state change occurred.

DBINT PK, FK NOT NULL
PeripheralCallKey

Key assigned by the peripheral to the call associated with the event.

DBINT NULL
ReasonCode

Code received from the peripheral indicating the reason for the state change. See Reason Codes.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
RouterCallKey, RouterCallKeyDay, RouterCallKeySequenceNumber

These fields are not set for calls.

For non-voice tasks, these three fields together identify the task (if any) that caused the agent's state to change.

DBINT NULL
SkillGroupSkillTargetID

Identifies the skill group the event is associated with.

DBINT NULL
SkillTargetID

Identifies the agent.

DBINT PK, FK NOT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from GMT.

DBINT PK NOT NULL

Agent_Targeting_Rule

This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.

The table decribes the basic rules for routing calls to agents

Related tables

Agent_​Targeting_​Rule_​Member (via AgentTargetingRuleID)

Agent_​Targeting_​Rule_​Range(via AgentTargetingRuleID)

Peripheral (via EnterpriseName)

Table 29 Indexes for Agent_Targeting_Rule Table

index_name

index_description

index_keys

XAK1Agent_Targeting_Rule

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKAgent_Targeting_Rule

clustered, unique, primary key located on PRIMARY

AgentTargetingRuleID

Table 30 Fields in Agent_Targeting_Rule Table
Name Description Data Type Keys and NULL Option
AgentTargetingRuleID

The ID for a specific Agent Targeting Rule.

DBINT PK, NOT NULL
DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME NULL
PeripheralID

The peripheral to whose agents the Agent Targeting Rule applies.

This is applicable only for an Unified CCE PG or a Cisco Communication Manager PG.

DBINT NOT NULL
RuleType

Defines the Agent Targeting Rule type to be used.

Agent Targeting Rule Types

  • Type 1 - Agent ID Each agent is identified by an ID which is in the PreCall and Connect messages. No label is needed, but the agent's extension is included as the label. (This rule is already in use for non-voice routing.) This rule is implicit for System PG integrations (ARS, Unified CCE) when the requesting routing client is associated with the same peripheral on which the targeted agent resides.
  • Type 2 - Simple Substitution Label An expression must be supplied which contains a series of exclamation points, such as 978497!!!!. The exclamation points are replaced with the agent's extension. If necessary, leading zeroes are supplied, or leading digits deleted, so that length of the extension matches the number of exclamation points.
  • Type 3 - Translation Route A translation route is used to move the call. This is potentially a very powerful feature, as it allows pre-routing of calls directly to an agent without requiring Direct Inward Dialing (DID) to all agents. Translation routes require the generation of a second label, used to target the agent from the peripheral local routing client. The rule mechanism is applied recursively to generate this label. This means the CallRouter generates a label that allows the call to be translation routed to the PG. The CallRouter also generates a label for the PG to target the agent. If a rule is not found, or if the rule involves a translation route, Rule Type 1 is used.
DBINT NOT NULL
TranslationRouteID

The TranslationRouteID must reference a Translation_Route entry where the LogicalInterfaceControllerID is the same as the PeripheralID.

DBINT NULL for Agent Targeting Rule types 1 and 2. Required (NOT NULL) for Agent Targeting Rule type 3.
Expression

Expression string for use if needed by an Agent Targeting Rule.

Applicable for type 2 Agent Targeting Rules only.

VARCHAR NOT NULL
EnterpriseName

A logical name you enter to assist you in identifying the Agent Targeting Rule.

VNAME32 NOT NULL
Description

Use to note information about the Agent Targeting Rule.

DESCRIPTION NOT NULL

Agent_Targeting_Rule_Member

This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.

The table decribes the routing clients to which an Agent_Targeting_Rule applies.

Related tables

Agent_​Targeting_​Rule (via AgentTargetingRuleID)

Routing_​Client (RoutingClientID)

Table 31 Indexes for Agent_Targeting_Rule_Member

index_name

index_description

index_keys

XPKAgent_Targeting_Rule_Member

clustered, unique, primary key located on PRIMARY

AgentTargetingRuleID

RoutingClientID

Table 32 Fields in Agent_Targeting_Rule_Member
Name Description Data Type Keys and NULL Option
AgentTargetingRuleID

The ID of a specific Agent Targeting Rule.

DBINT PK, NOT NULL
RoutingClientID

The ID of any routing client associated with the Agent Targeting Rule.

DBSMALLINT PK, NOT NULL

Agent_Targeting_Rule_Range

This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.

The table holds the agent extension ranges for an Agent Targeting Rule.


Note


While the Low and the High Extensions must be the same length, not all extensions ranges for an Agent Targeting Rule need to be the same length.

Related tables

Agent_​Targeting_​Rule (via AgentTargetingRuleID)

Table 33 Indexes for Agent_Targeting_Rule_Range

index_name

index_description

index_keys

XPKAgent_Targeting_Rule_Range

clustered, unique, primary key located on PRIMARY

AgentTargetingRuleID

AgentTargetingRuleRangeID

Table 34 Fields in Agent_Targeting_Rule_Range
Name Description Data Type Keys and NULL Option
AgentTargetingRuleRangeID

The ID for an extension range associated with a specific Agent Targeting Rule.

DBINT PK, NOT NULL
AgentTargetingRuleID

The ID for a specific Agent Targeting Rule.

DBINT NOT NULL
LowExtension

Defines the low extension to which the Agent Targeting Rule applies.

VARCHAR NULL
HighExtension

Defines the high extension to which the Agent Targeting Rule applies.

VARCHAR NULL

Agent_Team

This table is in the Skill Target category. For more information, see Skill Target category. For the database rules for these tables, see Skill Target Tables.

An agent team is a group of agents who report to the same supervisors and are associated with a single peripheral. The software does not route to agent teams and agents within a team do not necessarily share the same skills. Agent teams are used for administrative and monitoring purposes only.

Use Unified ICM Configuration Manager to add, update, and delete Agent_Team records.

Related tables

Agent (via PriSupervisorSkillTargetID and SecSupervisorSkillTargetID)

Agent_​Team_​Member (via AgentTeamID)

Table 35 Indexes for Admin_Script_Schedule_Map Table

index_name

index_description

index_keys

XAK1Agent_Team

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIF112Agent_Team

nonclustered located on PRIMARY

PriSupervisorSkillTargetID

XPKAgent_Team

clustered, unique, primary key located on PRIMARY

AgentTeamID

Table 36 Fields in Admin_Script_Schedule_Map Table
Name Description Data Type Keys and NULL Option
AgentTeamID

A unique identifier for the agent team.

DBINT PK NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the agent team.

DESCRIPTION NULL
DialedNumberID

The dialed number identifier for the agent team.

DBINT NULL
EnterpriseName

An enterprise name for the agent team that is unique among all agent teams in the enterprise.

VNAME32 AK-1 NOT NULL
PeripheralID

Identifies the peripheral with which the team is associated.

DBSMALLINT FK NOT NULL
PriSupervisorSkillTargetID

The agent who is the primary supervisor for the team.

DBINT NULL

Agent_Team_Member

This table is one of the Agent Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

This table specifies the mapping of agents to agent teams.

Use Unified ICM Configuration Manager to add or delete Agent_Team_Member records.

Related tables

Agent (via SkillTargetID)

Agent_​Team (via AgentTeamID)

Table 37 Indexes for Agent_Team_Member Table

index_name

index_description

index_keys

XAK1Agent_Team_Member

nonclustered, unique, unique key located on PRIMARY

SkillTargetID

XIE1Agent_Team_Member

nonclustered located on PRIMARY

AgentTeamID

XPKAgent_Team_Member

clustered, unique, primary key located on PRIMARY

AgentTeamID, SkillTargetID

Table 38 Fields in Agent_Team_Member Table
Name Description Data Type Keys and NULL Option
AgentTeamID

Identifies the agent team.

DBINT PK, FK, IE-1 NOT NULL
SkillTargetID

Identifies the agent.

DBINT FK, AK-1 NOT NULL

Agent_Team_Supervisor

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

This table specifies the mapping of supervisors and agent teams.

Use Unified ICM Configuration Manager to add or delete Agent_Team_Supervisor records.

Table 39 Indexes for Agent_Team_Supervisor Table

index_name

index_description

index_keys

XPKAgent_Team_Supervisor

clustered, unique, primary key located on PRIMARY

AgentTeamID, SupervisorSkillTargetID

Table 40 Fields in Agent_Team_Supervisor Table
Name Description Data Type Keys and NULL Option
AgentTeamID

Identifies the agent team.

DBINT PK NOT NULL
SupervisorSkillTargetID

Identifies the SkillTargetID of the supervisor.

DBINT PK NOT NULL

Announcement

This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.

Each row corresponds to a voice announcement. The system software can route a call to an announcement.

Use Unified ICM Configuration Manager to add, update, and delete Announcement records.

Related tables

Network_​Target (via NetworkTargetID)

Table 41 Indexes for Announcement Table

index_name

index_description

index_keys

XAK1Announcement

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKAnnouncement

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 42 Fields in Announcement Table
Name Description Data Type Keys and NULL Option
AnnouncementType

An integer value indicating the type of the announcement.

DBSMALLINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME NULL
Description

Additional information about the announcement.

DESCRIPTION NULL
EnterpriseName

An enterprise name for this announcement. This name must be unique among all announcements in the enterprise.

VNAME32 AK-1 NOT NULL
NetworkTargetID

Foreign key from the Network Target table.

DBINT PK, FK NOT NULL

Application_Event

This table is in the System category (see System). To see database rules for these tables, see System Tables.

Central database only.

Contains information about events in the Unified ICM application. This is a subset of the events reported in the Event table.

Table 43 Indexes for Application_Event Table

index_name

index_description

index_keys

XIE1Application_Event

nonclustered located on PRIMARY

CentralControllerFileTime

XIE2Application_Event

nonclustered located on PRIMARY

MessageId

XPKApplication_Event

clustered, unique, primary key located on PRIMARY

RecoveryKey

Table 44 Fields in Application_Event Table
Name Description Data Type Keys and NULL Option
BinData

Optional event binary data.

image NULL
Category

The type of message.

VNAME32 NULL
CentralControllerFileTime

File Time event was processed at the Central Controller.

DBDATETIME NOT NULL
CentralControllerTimeZone

Time zone at the Central Controller. The value is the offset in minutes from UTC (formerly called GMT).

DBINT NOT NULL
CentralControllerVirtualTime

Virtual Time event was processed at the Central Controller.

DBINT NOT NULL
CustomerId

The customer ID.

DBINT NOT NULL
Dword1

Optional event DWORD.

DBINT NULL
Dword2

Optional event DWORD.

DBINT NULL
Dword3

Optional event DWORD.

DBINT NULL
Dword4

Optional event DWORD.

DBINT NULL
Dword5

Optional event DWORD.

DBINT NULL
MessageId

Message ID from message compiler.

DBINT NOT NULL
MessageString

Contents of message.

DESCRIPTION NULL
ProcName

Name of the process that originated the event.

VNAME32 NOT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
Severity

The level of the message.

varchar(16) NULL
Side

Side of event originator:

A or B = paired processes

DBCHAR NOT NULL
SourceFileTime

File time event was generated (originator's time).

DBDATETIME NOT NULL
SourceSystemName

Name of the node that generated the event.

VNAME32 NULL
SourceVirtualTime

Virtual time event was generated (originator's time).

DBINT NOT NULL
StatusCode

Status code value.

DBINT NOT NULL
StatusCodeString

String associated with the status code.

DESCRIPTION NULL
StatusCodeType

Classification of the value in StatusCode field.

DBSMALLINT NOT NULL
String1

Optional event string.

varchar(240) NULL
String2

Optional event string.

varchar(240) NULL
String3

Optional event string.

varchar(240) NULL
String4

Optional event string.

varchar(240) NULL
String5

Optional event string.

varchar(240) NULL
SystemId

DMP system ID of the event originator. For a CallRouter or Logger, this value is always 0.

DBSMALLINT NOT NULL
SystemType

The type of system that generated the event:

0 = Unknown

1 = CallRouter

2 = Peripheral Gateway

3 = Network Interface Controller

4 = Administration & Data Server

5 = Logger

6 = Listener

7 = CTI Gateway

DBSMALLINT NOT NULL
VersionNum

EMS version number.

DBSMALLINT NOT NULL

Application_Gateway

This table is part of the Script category (see Script). For database rules, see Script Tables.

Each row describes an external application (custom gateway) or another Unified ICM platform that you can invoke from a routing script or administrative script.

Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway records.

Related tables

Application_​Gateway_​Connection (via ApplicationGatewayID)

ICR_​Instance (via ICRInstanceID)

Table 45 Indexes for Application_Gateway Table

index_name

index_description

index_keys

XAK1Application_Gateway

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Application_Gateway

nonclustered located on PRIMARY

ICRInstanceID

XPKApplication_Gateway

clustered, unique, primary key located on PRIMARY

ApplicationGatewayID

Table 46 Fields in Application_Gateway Table
Name Description Data Type Keys and NULL Option
ApplicationGatewayID

A unique identifier for the application gateway.

DBINT PK NOT NULL
ApplicationGatewayType

The type of gateway:

0 = custom gateway

1 = remote ICM

DBINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME NULL
Description

Additional information about the application gateway.

DESCRIPTION NULL
Encryption

The encryption method used by the application gateway:

0 = none

1 = private key

DBINT NOT NULL
EnterpriseName

An enterprise name for the application gateway. This name must be unique among all application gateways in the enterprise.

VNAME32 AK-1 NOT NULL
FaultTolerance

The fault-tolerance strategy used by the application gateway. To see values for this field, see Application Gateway: Fault Tolerance.

DBINT NOT NULL
ICRInstanceID

Identifies the instance associated with the application gateway.

DBINT FK, IE-1 NULL
PreferredSide

Indicates which side of the Gateway the software should use when both are available: A or B. This applies only when ApplicationGatewayType is 0 (custom gateway).

char(1) NULL

Application_Gateway_Connection

This table is part of the Script category (see Script). For database rules, see Script Tables.

Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway host.

Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway_Connection records.

Related tables

Application_​Gateway (via ApplicationGatewayID)

Table 47 Indexes for Application_Gateway_Connection Table

index_name

index_description

index_keys

XIF134Application_Gateway_Conn

nonclustered located on PRIMARY

ApplicationGatewayID

XPKApplication_Gateway_Connect

clustered, unique, primary key located on PRIMARY

ApplicationGatewayID, Side

Table 48 Fields in Application_Gateway_Connection Table
Name Description Data Type Keys and NULL Option
AbandonTimeout

An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default value is 5000.

DBINT NULL
Address

A string that describes the connection to the host. The format depends on the protocol. For TCP, the format is hostname:port or IPAddress:port.

varchar(255) NULL
ApplicationGatewayID

Identifies the Application Gateway associated with the connection.

DBINT PK, FK NOT NULL
Command

A command the software sends to the application gateway when the row is created or updated by the Update Central Controller operation. You can use this field to send one-time commands to the application gateway host.

DBINT NULL
CommandParam

A parameter to be sent with the command.

DBINT NULL
ConnectInfo

A string the software passes to the host during initialization. The software does not use or validate the value.

varchar(255) NULL
Description

Additional information about the connection.

DESCRIPTION NULL
ErrorThreshold

Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect.

DBINT NULL
HeartbeatLimit

Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.)

DBINT NULL
HeartbeatRetry

Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry.

DBINT NULL
HeartbeatTimeout

Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300.

DBINT NULL
HeartbeatInterval

Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value.

DBINT NULL
InService

Indicates whether the connection is currently available: ‘Y' (yes) or ‘N' (no).

DBCHAR NOT NULL
LateTimeout

Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only.

DBINT NULL
LinkTestThreshold

Currently not used.

DBINT NULL
OpenTimeout

Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000.

DBINT NULL
Protocol

The communications protocol used for the connection. 1 = TCP (the only value currently supported).

DBINT NOT NULL
RequestTimeout

Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300.

DBINT NULL
SessionRetry

Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default value is 30000.

DBINT NULL
SessionRetryLimit

The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies.

DBINT NULL
Side

Indicates which side of the CallRouter uses the connection. Valid values are ‘A' and ‘B'.

char(1) PK NOT NULL

Application_Gateway_Globals

This table is part of the Script category (see Script). For database rules, see Script Tables.

The table contains two rows that define default values for the Application_Gateway_Connection tables. One row defines defaults for external applications (custom gateways) and the other defines defaults for remote system software platforms.

Use the Application Gateway list tool to modify the Application_Gateway_Globals records.

Table 49 Indexes for Application_Gateway_Globals Table

index_name

index_description

index_keys

XPKApplication_Gateway_Globals

clustered, unique, primary key located on PRIMARY

ID

Table 50 Fields in Application_Gateway_Globals Table
Name Description Data Type Keys and NULL Option
AbandonTimeout

An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default is 5000.

DBINT NOT NULL
ApplicationGatewayType

The type of gateway:

0 = custom gateway

1 = remote ICM

Note    You can define a separate set of defaults for each type.
DBINT NOT NULL
DateTimeStamp

Records the date and time when a record was added / updated.

DBDATETIME NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ErrorThreshold

Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect.

DBINT NOT NULL
HeartbeatLimit

Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.)

DBINT NOT NULL
HeartbeatRetry

Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry.

DBINT NOT NULL
HeartbeatTimeout

Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300.

DBINT NOT NULL
HeartbeatInterval

Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value.

DBINT NOT NULL
ID

A unique identifier for the row.

DBINT PK NOT NULL
LateTimeout

Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only.

DBINT NOT NULL
LinkTestThreshold

Currently not used.

DBINT NOT NULL
OpenTimeout

Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000.

DBINT NOT NULL
RequestTimeout

Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300.

DBINT NOT NULL
SessionRetry

Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default is 30000.

DBINT NOT NULL
SessionRetryLimit

The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies.

DBINT NOT NULL

Application_Gateway_Half_Hour

This table is part of the Script category. For more information, see Script. For database rules, see Script Tables.

Central database only. Provides statistics on each Application Gateway.

The software updates these statistics every 30 minutes.

The software generates Application_Gateway_Half_Hour records for each Application Gateway.

Related tables

Application_​Gateway (via ApplicationGatewayID)

Table 51 Indexes for Application_Gateway_Half_Hour Table

index_name

index_description

index_keys

XAK1Application_Gateway_Half_H

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Application_Gateway_Half_H

nonclustered located on PRIMARY

DbDateTime

XPKApplication_Gateway_Half_Ho

clustered, unique, primary key located on PRIMARY

ApplicationGatewayID, DateTime, TimeZone

Table 52 Fields in Application_Gateway_Half_Hour Table
Name Description Data Type Keys and NULL Option
ApplicationGatewayID

Identifies the Application Gateway.

DBINT PK, FK NOT NULL
AvgDelayToHalf

The average response time, in milliseconds, for all requests to the Application Gateway during the half-hour interval.

DBINT NULL
DateTime

The Central Controller date and time at the start of the interval.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE-1 NULL
ErrorsToHalf

Number of errors that occurred for Application Gateway requests during the half-hour interval. Consult EMS logs for specific error information.

DBINT NULL
LatesToHalf

Number of responses that exceeded the LateTimeout value for the connection during the half-hour interval.

DBINT NULL
MaxDelayToHalf

The longest response time, in milliseconds, for any request to the Application Gateway during the half-hour interval.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
RejectsToHalf

The number of requests rejected by the Application Gateway during the half-hour interval.

DBINT NULL
RequestsToHalf

The number of request sent to the Application Gateway during the half-hour interval.

DBINT NULL
TimeoutsToHalf

The number of requests to the Application Gateway that timed out during the half-hour interval.

DBINT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK NOT NULL
UnavailableToHalf

Number of requests attempted while no Application Gateway was available during the half-hour interval.

DBINT NULL

Application_Instance

This table is part of the Media Routing category (see Media Routing). For database rules, see Media Routing Tables.

The table contains configuration data about external application instances. The data in this table enables the software to identify application instances and grant them access to the Configuration Management Service (CMS).

Related Table

Application_​Path (via ApplicationInstanceID)

Table 53 Indexes for Application_Instance Table

index_name

index_description

index_keys

XAK1Application_Instance

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKApplication_Instance

clustered, unique, primary key located on PRIMARY

ApplicationInstanceID

Table 54 FIelds for Application_Instance Table
Name Description Data Type Keys and NULL Option
ApplicationInstanceID

Identifies the Application Instance.

DBINT PK NOT NULL
ApplicationKey

A key supplied by the application which allows the application instance entry to CMS services.

varchar(32) NOT NULL
ApplicationType

Provides a key to the characteristics of certain applications.

DBINT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
Description

Additional information about this application instance.

DESCRIPTION NULL
EnterpriseName

The unique name of the application instance.

VNAME32 AK-1 NOT NULL
PermissionLevel

Determines the permissions given to the application:

0 = Full read and write permission to all configuration tables.

1 = Read-only permission to all configuration tables (the application may not change any data).

2 = Authentication only (only the ConAPI authentication API's will function).

3 = None

DBINT NOT NULL

Application_Path

This table is part of the Media Routing category. For more information, see Media Routing. For database rules, see Media Routing Tables.

The table defines a path from a registered application instance to a CTI Server. Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the system software.

Related Tables

Application_​Instance (via ApplicationInstanceID).

Application_​Path_​Member (via ApplicationPathID).

Application_​Path_​Real_​Time (via ApplicationPathID).

Logical_​Interface_​Controller (via LogicalControllerID).

Media_​Routing_​Domain (via MRDomainID)

Table 55 Indexes for Application_Path Table

index_name

index_description

index_keys

XAK1Application_Path

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKApplication_Path

clustered, unique, primary key located on PRIMARY

ApplicationPathID

Table 56 Fields in Application_Path Table
Name Description Data Type Keys and NULL Option
ApplicationInstanceID

Defines the application instance that uses this application path.

DBINT FK NOT NULL
ApplicationPathID

A unique identifier for the application path.

DBINT PK NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
Description

Additional information about this application path.

DESCRIPTION NULL
EnterpriseName

The unique name of the application instance.

VNAME32 AK-1 NOT NULL
LogicalControllerID

Foreign key to the Logical_Interface_Controller table.

DBSMALLINT FK NOT NULL

Application_Path_Member

This table is part of the Media Trouting category. For more information, see Media Routing. For database rules, see Media Routing Tables.

The table defines the Media Routing Domains (MRDs) that use a particular application path.

Related Tables

Application_​Path (via ApplicationPathID).

Media_​Routing_​Domain (via MRDomainID).

Peripheral (via PeripheralID).

Table 57 Indexes for Application_Path_MemberTable

index_name

index_description

index_keys

XIE1Application_Path_Member

nonclustered located on PRIMARY

ApplicationPathID P

XPKApplication_Path_Member

clustered, unique, primary key located on PRIMARY

PeripheralID, MRDomainID

Table 58 Fields in Application_Path_MemberTable
Name Description Data Type Keys and NULL Option
ApplicationPathID

The application path identifier for this application path member.

DBINT FK, IE-1 NOT NULL
MRDomainID

The MRD identifier for this application path member.

DBINT PK, FK NOT NULL
PeripheralID

Link to the Peripheral table.

DBSMALLINT PK, FK NOT NULL

Application_Path_Real_Time

This table is part of the Media Routing category (see Media Routing ). For database rules, see Media Routing Tables.

The table provides real-time status and connection data for application paths.

Related Table

Application_​Path (via ApplicationInstanceID)

Table 59 Indexes for Application_Path_Real_Time Table

index_name

index_description

index_keys

XPKApplication_Path_Real_Time

clustered, unique, primary key located on PRIMARY

ApplicationPathID

Table 60 Fields in Application_Path_Real_Time Table
Name Description Data Type Keys and NULL Option
ApplicationPathID

The application path identifier for this application path member.

DBINT PK, FK NOT NULL
DateTime

The date and time when the data in this table was last updated.

DBDATETIME NOT NULL
OnLine

Indicates whether or not the application path is currently on-line:

Y = yes, on-line

N = no, not on-line.

DBCHAR NULL
OnLineDateTime

The date and time at which the application instance associated with this application path established connection to the CTI Server.

DBDATETIME NULL
Text1

Application-specific strings.

varchar(40) NULL
Text2

Application-specific strings.

varchar(40) NULL
Text3

Application-specific strings.

varchar(40) NULL
Text4

Application-specific strings.

varchar(40) NULL
Text5

Application-specific strings.

varchar(40) NULL
Text6

Application-specific strings.

varchar(40) NULL
Text7

Application-specific strings.

varchar(40) NULL
Text8

Application-specific strings.

varchar(40) NULL
Text9

Application-specific strings.

varchar(40) NULL
Text10

Application-specific strings.

varchar(40) NULL

Attribute

This table defines attributes that agents may have and that calls may request.


Note


A skill is a special form attribute used to identify which attributes are used in the most skilled agent and least skilled agent queue ordering.

An attribute which is considered a skill must have the following:

  1. DataType = Proficient
  2. MinimumValue = 1
  3. MaximumValue = 100

Note


You cannot modify the DataType of an existing attribute.
Table 61 Indexes for Attribute Table

index_name

index_description

index_keys

XIE1Attribute

nonclustered located on PRIMARY

DateTimeStamp

Table 62 Fields in Attribute Table
Name Description Data Type Keys and NULL Option
AttributeDataType

Data type for this attribute.

Values:

0 = Unknown

1 = Integer

2 = String

3 = Boolean

4 = Skill (special form of integer)

DBINT NOT NULL
AttributeID

ID and primary key.

DBINT PK1,NOT NULL
AppearsOnDesktop

Y or N. Default is N. If Y, this attribute appears on the agent desktop. This flag is only advisory for the desktop software.

DBCHAR NOT NULL
ChangeStamp

Change stamp.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
DefaultValue

Must be convertable to the datatype specified.

varchar255 YES
Deleted Deleted Flag stored as a character.

Y = Yes

N = No

DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Description of the attribute.

DESCRIPTION YES
EnterpriseName

Name of this attribute.

VNMAE32 NOT NULL
MaximumValue

Must be convertable to the datatype specified.

varchar255 YES
MinimumValue

Must be convertable to the datatype specified.

varchar255 YES
SettableByAgent

Y or N. Default is N. If Y, the agent can set this attribute for the desktop. This flag is only advisory for the desktop software.

DBCHAR NOT NULL

Attribute_Set

This table defines the attribute set that agents may have and that calls may request.

This table supports individual adds and deletes, as well as delete.


Note


This table is defined for future use.
Table 63 Fields in Attribute_Set Table
Name Description Data Type Keys and NULL Option
AttributeSetID

Unique ID and the primary key.

DBINT NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
EnterpriseName

Name of the Attribute Set.

VNAME32 NOT NULL
AttrbuteSetDataType

Data type for this attribute set. The values are:

The value are:

  • 1 = Integer
  • 2 = String
  • 3 = Boolean
  • 4 = Proficient (special form of integer)
DBINT NOT NULL
Description

Description of the Attribute Set table.

varchar(255) NULL
ChangeStamp

Incremented when the record is changed in the central database.

ChangeStamp NOT NULL

Attribute_Set_Member

This table defines the set of attributes belong to the same attribute set data type.

This table supports individual adds and deletes, as well as delete. The Attribute table is the parent.


Note


This table is defined for future use.
Table 64  Fields in Attribute_Set_Member Table
Name Description Data Type Keys and NULL Option
AttributeSetID

Foreign Key from Attribute Set table and part of the primary key.

DBINT NOT NULL
AttributeID

Foreign Key from Attribute Set table and part of the primary key.

DBINT NOT NULL

AWControl

This table is in the System category (see System). To see database rules for these tables, see System Tables.

Local database only.

Contains one record of control information about the Administration & Data Server. This information is used internally by the system.

Table 65 Fields in AWControl Table
Name Description Data Type Keys and NULL Option
AWType

The AW type:

  • 0 = Standard
  • 1 = NAM
  • 2 = CICM
  • 3 = Limited Administration & Data Server.
DBINT NOT NULL
ConfigChangedBySystemName

The name of the workstation that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed.

VNAME32 NULL
ConfigChangedByUserName

The name of the user that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed.

varchar NULL
ControllerConfigChangeKey

The recovery key value from the Config Message Log table when the configuration or script information in the central database was last updated. This field is maintained by the real-time feed.

DBFLT8 NOT NULL
ControllerConfigChangeTime

The time that the configuration or script information in the central database was last updated. This field is maintained by the real-time feed.

datetime NULL
HDSPropertyEnabled

Indicates whether the Historical Data Server property is enabled:

  • Y = Yes (enabled)
  • N = No (not enabled)
DBCHAR NOT NULL
LastRetrievalKey

The recovery key value copied from the Config Message Log table when the local database was last updated from the central database.

DBFLT8 NOT NULL
LastRetrievalTime

The time that the local Administration & Data Server database was last updated from the central database.

DATETIME NULL

Blended_Agent_Options

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).


Note


If Outbound Option was not selected during setup, this table will contain no data.

Contains all options that are global to a Outbound Option deployment. There is only one row in this table.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify the Outbound Option Options records.

Table 66 Fields in Blended_Agent_Options Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CPAAnalysisPeriod

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of milliseconds the dialer will spend analyzing. Advanced configuration item.

DBINT NULL
CPAJitterBufferDelay

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Used for fine tuning call progress analysis. Advanced configuration item.

DBINT NULL
CPAMaxTermToneAnalysis

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item.

DBINT NULL
CPAMaxTimeAnalysis

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum time allowed for analysis in milliseconds. Advanced configuration item.

DBINT NULL
CPAMinimumValidSpeechTime

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item.

DBINT NULL
CPAMinSilencePeriod

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum silence period required to classify as a call voice detected. Advanced configuration item.

DBINT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
DialEndHours

The latest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time.

DBINT NOT NULL
DialEndMinutes

The latest valid minute to call a contact. The minutes value is based on the contact's local time.

DBINT NOT NULL
DialStartHours

The earliest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time.

DBINT NOT NULL
DialStartMinutes

The earliest valid minute to call a contact. The minutes value is based on the contact's local time.

DBINT NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
IPDirectDialPreview

A Boolean value that indicates that all preview and personal callback modes should be direct dialed from the agent desktop rather than transferred from the dialer.

A Y indicates enabled, N indicates disabled. The default is N.

DBCHAR NOT NULL
PcbAllowedSaturday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Allow dialing of personal callbacks on Saturday. The default is N.

DBCHAR NOT NULL
PcbAllowedSunday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Allow dialing of personal callbacks on Sunday. The default is N.

DBCHAR NOT NULL
PcbBusyRetry

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Personal callbacks. Minimum time in minutes before retrying a busy.

DBINT NULL
PcbCheckRecords

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Frequency (in minutes) to check for records in the database.

DBINT NULL
PcbMaxAttempts

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum attempts to retry.

DBINT NULL
PcbMode

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates the personal callback mode to use if this personal callback was not associated with a campaign. The three mode choices are useVDN, Reschedule, or Abandon.

DBINT NULL
PcbNoAnswerRetry

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum time in minutes before retrying a no answer.

DBINT NULL
PcbNoAnswerRingLimit

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of rings to wait before considering this call a no answer call.

DBINT NULL
PcbPurgeRecords

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Days to wait before purging old records.

DBINT NULL
PcbPurgeStatus

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates which personal callback records to purge based on the call status. It is a string of dialing list status characters.

VARCHAR(64) NULL
PcbRecordsToCache

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of personal callback records to cache in the dialer.

DBINT NULL
PcbReserveRetry

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum time before retrying a failed reservation.

DBINT NULL
RescheduleCallbacks

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether callbacks should be rescheduled or not. The default is Y.

DBCHAR NOT NULL

Bucket_Intervals

This configuration table holds the definition for Bucket Intervals that are used for Call type reporting. The Intervals are in sequentially increasing order, with the unused intervals having a NULL value.

Use the Unified ICM Configuration Manager Bucket Interval List Tool to modify Bucket intervals.

Table 67 Indexes for Bucket_Intervals Table

index_name

index_description

index_keys

XAK1Bucket_Intervals

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKBucket_Intervals

clustered, unique, primary key located on PRIMARY

BucketIntervalID

Table 68 Fields in Bucket_Intervals Table
Name Description Data Type Keys and NULL Option
BucketIntervalID

The primary key for this table.

DBINT PK NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
Deleted

The default is N.

DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
EnterpriseName

The enterprise name for this table.

VNAME32 AK-1 NOT NULL
IntervalUpperBound1

Upper bound in seconds of interval 1

DBINT NULL
IntervalUpperBound2

Upper bound in seconds of interval 2

DBINT NULL
IntervalUpperBound3

Upper bound in seconds of interval 3

DBINT NULL
IntervalUpperBound4

Upper bound in seconds of interval 4

DBINT NULL
IntervalUpperBound5

Upper bound in seconds of interval 5

DBINT NULL
IntervalUpperBound6

Upper bound in seconds of interval 6

DBINT NULL
IntervalUpperBound7

Upper bound in seconds of interval 7

DBINT NULL
IntervalUpperBound8

Upper bound in seconds of interval 8

DBINT NULL
IntervalUpperBound9

Upper bound in seconds of interval 9

DBINT NULL

Bulk_Job

Table 69 Indexes for Bulk_Job Table

index_name

index_description

index_keys

XPKBulk_Job

clustered, unique, primary key located on PRIMARY

BulkJobID

This table supports operations from the Packaged CCE Bulk Operations tool.

Table 70 Fields in Bulk_Job Table
Name Description Data Type Keys and NULL Option
BulkJobID

Auto-assigned Unique ID and Primary Key.

DBINT PK, NOT NULL
ChangeStamp

Incremented when the record is changed in the database

CHANGESTAMP NOT NULL
CreateDateTime

The date and time when the job was created

DBDATETIME NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Describes this job

VARCHAR (255) NULL
EndDateTime

The date and time when the job was finished

DBDATETIME NULL
JobHostName

The AW on which the job will run

VARCHAR (64) NULL
JobState

The state of the job.

The options are:

  • 1 = Queued
  • 2 = Processing
  • 3 = Completed successfully
  • 4 = Failed
  • 5 = Cancelled
DBSMALLINT NULL
JobType

Indicates the type of bulk job.

JobType

The options are:

  • 1 = Dialed Number
  • 2 = Agent
Note    The operation types (create, update, delete) are specified inthe CSV file with each record
DBSMALLINT NOT NULL
StartDateTime The date and time when the job was started DBDATETIME NULL

Business_Entity

This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.

It lists the business entities within the enterprise.

Related tables

Enterprise_​Route (via Enterprise Route ID)

Enterprise_​Service (via EntityID)

Enterprise_​Skill_​Group (via EntityID)

Master_​Script (via Entity ID)

Schedule (via EntityID)

Table 71 Indexes for Business_Entity Table

index_name

index_description

index_keys

XAK1Business_Entity

nonclustered, unique, unique key located on PRIMARY

EntityName

XPKBusiness_Entity

clustered, unique, primary key located on PRIMARY

EntityID

Table 72 Fields in Business_Entity Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the business entity.

DESCRIPTION NULL
EntityID

A unique identifier for the business entity.

DBINT PK NOT NULL
EntityName

The name of the business entity.

varchar(30) AK-1 NOT NULL

Call_Type

This table is part of the Script category (see Script). For database rules, see Script Tables.

Each row describes a category of calls that the software can handle. The Dialed Number Map table determines which calls are assigned to each category; the Call Type Map table determines which scripts are executed for each call type.

Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched through the Configuration Manager.

Related Tables

Call_​Type_​Half_​Hour (via CallTypeID)

Call_​Type_​Map (via CallTypeID)

Call_​Type_​Real_​Time (via CallTypeID)

Customer_​Definition (via CustomerDefinitionID)

Default_​Call_​Type (via CallTypeID)

Dialed_​Number_​Map (via CallTypeID)

ICR_​Globals (Call_Type.CallTypeID maps to ICR_Globals.DefaultCallType)

Route_​Call_​Detail (via CallTypeID)

Termination_​Call_​Detail (via CallTypeID)

Table 73 Indexes for Call_Type Table

index_name

index_description

index_keys

XAK1Call_Type

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Call_Type

nonclustered located on PRIMARY

CustomerDefinitionID

XIE2Call_Type

nonclustered located on PRIMARY

DateTimeStamp

XPKCall_Type

clustered, unique, primary key located on PRIMARY

CallTypeID

Table 74 Fields in Call_Type Table
Name Description Data Type Keys and NULL Option
BucketIntervalID

The ID for the entry in the Bucket_Interval Table used for this CallType. The default value is NULL.

NULL means that the bucket interval from ICR_Globals will be used for this calltype.

DBINT FK NULL
CallTypeID

A unique identifier for this call type.

DBINT PK NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

Identifies the customer definition, if any, associated with the call type.

DBINT IE-1 NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes
  • N = No
DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the call type.

DESCRIPTION NULL
EnterpriseName

An enterprise name for this call type. This name must be unique among all call types in the enterprise.

VNAME32 AK-1 NOT NULL
ReportingInterval

This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30.

Note    This field is the Call Type Reporting Interval and not the PG reporting Interval the skill group is associated with.
DBINT IE3, NULL
ServiceLevelThreshold

The time in seconds to be used as the service level threshold.

DBINT NULL
ServiceLevelType

Default value that indicates how the software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services.

DBSMALLINT NULL

Call_Type_Half_Hour

This table is part of the Script category (see Script). For database rules, see Script Tables.

Central database only.

Provides half- hour statistics for each call type defined in the system software. The system software generates Call_Type_Half_Hour records for each call type.


Note


  • For fields applicable to Unified CCE and ACDs with translation routing; if the call is not transferred through the Unified ICM, the subsequent call legs are not tracked by the Unified ICM unless the call is transferred back to the Unified ICM at some point.
  • For abandoned calls, in an Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.


Note


  • For answered calls, with the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued, whereas the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
  • For answered calls, in an Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.


Note


With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued, whereas the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.

Note


In an Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.

Note


The AbandInterval field and AnsInterval field are applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call abandons after it is routed to a standard ACD unless the call was translation routed.

Related Tables

Call_​Type (via CallTypeID)

Table 75 Indexes for Call_Type_Half_Hour Table

index_name

index_description

index_keys

XAK1Call_Type_Half_Hour

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Call_Type_Half_Hour

nonclustered located on PRIMARY

DbDateTime

XPKCall_Type_Half_Hour

clustered, unique, primary key located on PRIMARY

DateTime, CallTypeID, TimeZone


Note


The Call_Type_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. The Call_Type_Half_Hour Table will not be populated with this data.
Table 76 Fields in Call_Type_Half_Hour Table
Name Description Data Type Keys and NULL Option
AbandInterval1

Number of calls abandoned within interval 1.

DBINT NULL
AbandInterval2

Number of calls abandoned within interval 2.

DBINT NULL
AbandInterval3

Number of calls abandoned within interval 3.

DBINT NULL
AbandInterval4

Number of calls abandoned within interval 4.

DBINT NULL
AbandInterval5

Number of calls abandoned within interval 5 .

DBINT NULL
AbandInterval6

Number of calls abandoned within interval 6 .

DBINT NULL
AbandInterval7

Number of calls abandoned within interval 7.

DBINT NULL
AbandInterval8

Number of calls abandoned within interval 8.

DBINT NULL
AbandInterval9

Number of calls abandoned within interval 9 .

DBINT NULL
AbandInterval10

Number of calls abandoned within interval 10.

DBINT NULL
AgentErrorCountToHalf

During the half-hour interval, calls that encounter an error when the call is at the agent desktop.

These are calls that receive a TCD with CallDispositionFlag value 4.

Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount.

Total Error count = ErrorCountToHalf + AgentErrorCountToHalf.

DBINT NULL
AnsInterval1

Number of calls answered within interval 1.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call abandons after it is routed to a standard ACD unless the call was translation routed.

DBINT NULL
AnsInterval2

Number of calls answered within interval 2.

DBINT NULL
AnsInterval3

Number of calls answered within interval 3.

DBINT NULL
AnsInterval4

Number of calls answered within interval 4.

DBINT NULL
AnsInterval5

Number of calls answered within interval 5.

DBINT NULL
AnsInterval6

Number of calls answered within interval 6.

DBINT NULL
AnsInterval7

Number of calls answered within interval 7.

DBINT NULL
AnsInterval8

Number of calls answered within interval 8.

DBINT NULL
AnsInterval9

Number of calls answered within interval 9.

DBINT NULL
AnsInterval10

Number of calls answered within interval 10.

DBINT NULL
AnswerWaitTimeHalf

The sum of answer wait time in seconds for all calls that were answered for the call type during the half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call abandons after it is routed to a standard ACD unless the call was translation routed.

Note    For RONA calls that are answered subsequently, the AnswerWaitTimeHalf field does not include Wait Time or Ring Time prior to the RONA, unless Target Requery is used.
DBINT NULL
AvgRouterDelayQToHalf

Average delay in queue (in seconds) for calls removed from the Router queue during the half- hour interval.

RouterQueueWaitTimeToHalf / RouterQueueCallsToHalf

DBINT NULL
BucketIntervalID

The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record.

DBINT NULL
CallDelayAbandTimeToHalf

The total time spent by calls of this call type that abandoned in the half-hour interval.

This time begins when the call reaches the Router and ends when the call disconnects.

Does not include short calls.

Note    This time is not reset if the CallType changes.

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTimeToHalf from CallDelayAbandTimeToHalf.

DBINT NULL
CallsAnsweredToHalf

The total number of calls of this call type answered by agents in the half-hour interval.

This field is applicable to both Unified ICM and Cisco Unified Contact Center Express with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsHandledHalf

The total number of calls of this call type handled in the half-hour interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

  • An incoming ACD call that was answered by an agent, 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.

This field is applicable to both Unified ICM and Cisco Unified Contact Center Express with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsOfferedHalf

The total number of calls of this call type offered during the half-hour interval.

DBINT NULL
CallsOnHoldToHalf

The number of calls placed on hold at least once for thecall type during the reporting interval

DBINT YES
CallsQHandledToHalf

Number of calls handled in the half-hour interval that were queued in the Router at any time during the life of the call.

This field is applicable to both Unified ICM and Cisco Unified Contact Center Express with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsRequeriedToHalf

During the half-hour interval, the number of router requery events for this calltype. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20.

DBINT NULL
CallsRONAToHalf

Number of calls that have been Redirected On No Answer in the half-hour interval. This does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5.

This field is applicable to both Unified ICM and Cisco Unified Contact Center Express with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsRoutedNonAgentToHalf

For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script in the half-hour interval.

For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in the half-hour interval.

DBINT NULL
CallsRoutedToHalf

Number of calls of this type that have been routed during the half-hour interval.

DBINT NULL
CallTypeID

Identifies the call type.

DBINT PK, FK NOT NULL
CTDelayAbandTimeToHalf

The total time spent by calls of this call type that abandoned calls within the half-hour interval.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

Does not include short calls.

DBINT NULL
CTVRUTimeToHalf

During the half-hour interval, the total time that all the calls spent at the VRU in the current call type.

Note    In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the Customer ICM (CICM) sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Note    In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
DBINT NULL
DateTime

The Central Controller date and time at the start of the interval when the row was generated..

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME NULL
DelayAgentAbandTimeToHalf

For the half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

Does not include short calls.

DBINT NULL
DelayQAbandTimeHalf

The total time spend by all calls for this call type that abandoned while in the queue, for this half-hour interval.

This field changed in Release 7.0 from Abandon Time in Queue + Abandon Time At Agent + Abandon Time in VRU to Abandon Time in Queue only.

Note    Customers who migrate from Release 6.0 please note that the data stored in DelayQAbandTime will be moved to CallDelayAbandTime.

Does not include short calls.

This time is not reset if the CallType changes.

DBINT NULL
ErrorCountToHalf

During the half-hour interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined Refer to the Route_Call_Detail table, RouterErrorCode field.

Examples:

Translation-routed calls are abandoned while en route to destination target.

Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

DBINT NULL
HandleTimeHalf

The total handle time in seconds for handled calls of this call type ending during the half-hour interval.

HandleTimeToHalf is the sum of the fields TalkTime, HoldTime and WorkTime from the Termination_Call_Detail record.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT NULL
HoldTimeToHalf

The total hold time in seconds for calls of this call type ending during the half-hour interval.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT NULL
ICRDefaultRoutedToHalf

Number of calls of this type that were routed to the default label during the half-hour interval.

DBINT NULL
IncompleteCallsHalf

During the half-hour interval, the number of IncompleteCalls;which are calls that were routed to an agent but failed to arrive.

An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7. This can occur under several conditions:

  • Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it.
  • Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the hard phone.
  • Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed.
  • Network issues (congestion, glitches, etc).
  • A caller disconnects in route to the agent.
    Note    As IP transfers are so quick, this is an unlikely condition.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT NULL
MaxHoldTimeToHalf

The max hold time in seconds for calls of this call typeduring the reporting interval.

DBINT YES
NetworkAnnouncementToHalf

Number of calls routed with an announcement node during the half-hour period. This node returns a label to the network that specifies the announcement to be played.

DBINT NULL
NetworkDefaultRoutedToHalf

Number of calls of this type that were routed to a Termination node that specifies "use network default" during the half-hour interval. This node returns a label to the network that tells it to apply its default treatment to the call.

DBINT NULL
OverflowOutHalf

The number of calls overflowed to another call type during the half-hour interval.This field increments when a requalify or call type node is executed in the script.

DBINT NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record.

DBFLT8 AK-1 NOT NULL
Reserved1

Reserved for future use.

DBINT NULL
Reserved2

Reserved for future use.

DBINT NULL
Reserved3

Reserved for future use.

DBINT NULL
Reserved4

Reserved for future use.

DBINT NULL
Reserved5

Reserved for future use.

DBFLT4 NULL
ReturnBusyToHalf

Number of calls of this type that were routed to the Busy target during the half-hour interval.

DBINT NULL
ReturnReleaseToHalf

Count of calls that executed a Release node in their routing script in the half-hour interval.

DBINT NULL
ReturnRingToHalf

Number of calls of this type that were routed to the Ring target during the half-hour interval.

DBINT NULL
RouterCallsAbandQToHalf

The number of calls to the call type that abandoned in the Router queue during the interval.

Does not include short calls.

The definition of this field changed in Release 7.0(0) from Calls Abandon in Queue + Calls Abandoned At Agent + Calls Abandoned in VRU to Calls Abandoned in Queue only.

For customers who are migrating from Release 6.0 to Release 7.0, the data stored in RouterCallsAbandQ will be moved to TotalCallsAband.

Note    RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent
DBINT NULL
RouterCallsAbandToAgentToHalf

The number of calls that abandoned at the agent desktop before being answered in the half-hour interval.

Does not include short calls.

Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent.

DBINT NULL
RouterQueueCallsToHalf

The number of tasks of the call type assigned from the queue to be routed in the half hour interval.

DBINT NULL
RouterQueueCallTypeLimitToHalf

During the half-hour interval, the number of Router queue attempts that failed because the limit for the call type was reached.

DBINT NULL
RouterQueueGlobalLimitToHalf

During the half-hour interval, the number of Router queue attempts that failed because the global system limit was reached.

DBINT NULL
RouterQueueWaitTimeToHalf

Number of seconds calls of this type spent in the Call Router queue during the half-hour interval.

This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.

DBINT NULL
ServiceLevelAbandHalf

The total number of calls of this call type abandoned within the service level threshold during the half-hour interval.

Valid for bothUnified CCE and standard ACDtargets that use translation routes.

DBINT NULL
ServiceLevelCallsHalf

The total number of calls of this call type answered within the ICM service level threshold during the half-hour interval.

Valid for bothUnified CCE and standard ACDtargets that use translation routes.

DBINT NULL
ServiceLevelCallsOfferedHalf

The number of calls of this call type that had service level events during the half-hour interval.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

Valid for bothUnified CCE and standard ACDtargets that use translation routes.

service level event

A service level event occurs when one of the following happens to the call:

  • The call is answered by an agent before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.
  • The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.
  • The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, only the ServiceLevelCallsOffered database field is incremented.
  • The call reaches the service level threshold without being answered by an agent or abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the ICM configuration) do not count towards the ServiceLevelCallsOffered or ServiceLevelAband call counters.
    Note    In the ServicelevelCallsOffered field, calls sent to the labels or calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount fields to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold. For calls sent to labels, you can use the label related fields (e.g. CallsRoutedNonAgent, ReturnBusy, ReturnRing) to exclude all calls which are returned to the labels.
DBINT NULL
ServiceLevelErrorToHalf

Calls that ended in Error state within SL threshold within the half-hour interval.

DBINT NULL
ServiceLevelHalf

Service level for the call type during the half-hour interval.

Service Level Type is configured in the Unified ICM Configuration Manager using the Call Type list tool and the System Information tool. ServiceLevel is calculated as follows depending on the service level type:

  • Ignore Abandoned Calls: ServiceLevelCalls/( ServiceLevelCallsOffered - ServiceLevelAband)
  • Abandoned Calls have Negative Impact: ServiceLevelCalls/ServiceLevelCallsOffered
  • Abandoned Calls have Positive Impact: (ServiceLevelCalls + ServiceLevelAband)/ServiceLevelCallsOffered

This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBFLT4 NULL
ServiceLevelRONAToHalf

Calls that redirected on no answer within SL threshold within the half-hour interval.

DBINT NULL
ServiceLevelType

Service Level Type used to calculate Service level for the half-hour interval.

DBINT NULL
ShortCallsHalf

The total number of calls to the route that were too short to be considered abandoned during the half-hour interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations.

This field is applicable to Unified ICM, Unified CCE, and Outbound Option.

DBINT NULL
TalkTimeHalf

The total talk time in seconds for calls of this call type that were handled during the half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
TimeZone

The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK NOT NULL
TotalCallsAbandToHalf

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop

This field also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ.

Does not include short calls.

DBINT NULL
VruAssistedCallsToHalf

Count of the VRU handled calls marked as routed to agents in the half-hour interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL
VruForcedXferredCallsToHalf

Count of the VRU calls marked as routed to agents as a result of caller difficulties in the half-hour period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL
VruHandledCallsToHalf

Count of the VRU calls marked as handled at VRU in the half-hour interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL
VruOptOutUnhandledCallsToHalf

Count of the VRU unhandled calls that were marked as routed to agents by caller request in the half-hour interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL
VruOtherCallsToHalf

Count of VRU calls marked with any other VRUProgress value other than the ToHalf in the half-hour period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL
VruScriptedXferredCallsToHalf

Count of the VRU calls marked as routed to agents as a result of normal script procedure in the half-hour period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL
VRUTimeToHalf

The total time that all calls spent at the VRU in the half-hour interval.

This is the total VRU time, whether the call was queued or not.

Note    In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Note    In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
DBINT NULL
VruUnhandledCallsToHalf

Count of calls marked as Offered to VRU but not handled in the half-hour interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT NULL

Call_Type_Interval

This section describes the Call Type Interval table.


Note


  • In a Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.
  • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued, whereas the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
  • In the Call Type Interval table, the Hold time is calculated based on the call event.

Table 77 Fields in Call_Type_Interval Table
Name Description Data Type Keys and NULL Option
AbandInterval1

Number of calls abandoned within interval 1. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval2

Number of calls abandoned within interval 2. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval3

Number of calls abandoned within interval 3. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval4

Number of calls abandoned within interval 4. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval5

Number of calls abandoned within interval 5. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval6

Number of calls abandoned within interval 6. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval7

Number of calls abandoned within interval 7. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval8

Number of calls abandoned within interval 8. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval9

Number of calls abandoned within interval 9. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AbandInterval10

Number of calls abandoned within interval 10. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AgentErrorCount

During the reporting interval, calls that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCountTo Half.

DBINT YES
AnsInterval1

Number of calls answered within interval 1. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval2

Number of calls answered within interval 2. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval3

Number of calls answered within interval 3. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval4

Number of calls answered within interval 4. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval5

Number of calls answered within interval 5. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval6

Number of calls answered within interval 6. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval7

Number of calls answered within interval 7. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval8

Number of calls answered within interval 8. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval9

Number of calls answered within interval 9. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnsInterval10

Number of calls answered within interval 10. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AnswerWaitTime

The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
AvgRouterDelayQ

Average delay in queue (in seconds) for calls removed from the Router queue during the half- hour interval. RouterQueueDelayQ / RouterQueueCalls

DBINT YES
BucketIntervalID

The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record.

DBINT YES
CallsAnswered

The total number of calls of this call type answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallDelayAbandTime

The total time spent by calls of this call type that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.

Note    This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTime from CallDelayAbandTime.
DBINT YES
CallsHandled

The total number of calls of this call type handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

  • An incoming ACD call that was answered by an agent, 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. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsOffered

The total number of calls of this call type offered during the reporting interval.

DBINT YES
CallsOnHold

The number of calls placed on hold at least once for the call type during the reporting interval

DBINT YES
CallsQHandled

Number of calls answered within interval 1. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsRouted

Number of calls of this type that have been routed during the reporting interval.

DBINT YES
CallsRequeried

During the reporting interval, the number of router requery events for this calltype. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20.

DBINT YES
CallsRoutedNonAgent

For Unified CCE, the number of calls that executed a Label node or a Divert Label node in their routing script in the reporting interval. For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in the reporting interval.

DBINT YES
CallsRONA

Number of calls that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallTypeID

Identifies the call type.

DBINT PK2, NOT NULL
CTDelayAbandTime

The total time spent by calls of this call type that abandoned calls within the reporting interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. Does not include short calls.

DBINT YES
CTVRUTime

During the reporting interval, the total time that all the calls spent at the VRU in the current call type.

Note    In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Note    In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
DBINT YES
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBSMALLDATE PK1, NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE1, YES
DelayQAbandTime

The total time spend by all calls for this call type that abandoned while in the queue, for this reporting interval. This field changed in Release 7.0 from Abandon Time in Queue + Abandon Time At Agent + Abandon Time in VRU to Abandon Time in Queue only.

Note    Customers who migrate from Release 6.0 please note that the data stored in DelayQAbandTime will be moved to CallDelayAbandTime. Does not include short calls. This time is not reset if the CallType changes.
DBINT YES
DelayAgentAbandTime

For the reporting interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls.

DBINT YES
ErrorCount

During the reporting interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined Refer to the Route_Call_Detail table, RouterErrorCode field.

Examples: Translation-routed calls are abandoned while en route to destination target. Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

DBINT YES
HandleTime

The total handle time in seconds for handled calls of this call type ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
HoldTime

The total hold time in seconds for calls of this call type ending during the reporting interval. This field is applicable to bothUnified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
ICRDefaultRouted

Number of calls of this type that were routed to the default label during the reporting interval.

DBINT YES
IncompleteCalls

During the reporting interval, the number of IncompleteCalls;which are calls that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDisposition of 7.

This can occur under several conditions:

  1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it.
  2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the hard phone.
  3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed.
  4. Network issues (congestion, glitches, etc).
  5. A caller disconnects in route to the agent.
    Note    As IP transfers are so quick, this is an unlikely condition.

This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
MaxHoldTime

The max hold time in seconds for calls of this call type during the reporting interval

DBINT YES
MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

DBINT NULL
MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned, answered, etc.) in this interval.

DBINT NULL
ReservationCalls

The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered.

DBINT NULL
NetworkDefaultRouted

Number of calls of this type that were routed to a Termination node that specifies "use network default" during the reporting interval. This node returns a label to the network that tells it to apply its default treatment to the call.

DBINT YES
NetworkAnnouncement

Number of calls routed with an announcement node during the reporting period. This node returns a label to the network that specifies the announcement to be played.

DBINT YES
OverflowOut

The number of calls overflowed to another call type during the reporting interval.This field increments when a requalify or call type node is executed in the script.

DBINT YES
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM / Unified CCEsoftware to track the record.

DBFLT8 AK1, NOT NULL
ReportingHalfHour

The value indicates Half Hour boundary interval (0 - 47). Two 15 minute interval records will have a unique half hour boundary value.

DBINT IE2, NULL
ReportingInterval

This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30.

DBINT IE3, NULL
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
ReturnBusy

Number of calls of this type that were routed to the Busy target during the reporting interval.

DBINT YES
ReturnRing

Number of calls of this type that were routed to the Ring target during the reporting interval.

DBINT YES
ReturnRelease

Count of calls that executed a Release node in their routing script in the reporting interval.

DBINT YES
RouterQueueWaitTime

Number of seconds calls of this type spent in the Call Router queue during the reporting interval.

This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.

DBINT YES
RouterQueueCalls

The number of tasks of the call type assigned from the queue to be routed in the reporting interval.

DBINT YES
RouterCallsAbandQ

The number of calls to the call type that abandoned in the Router queue during the interval. Does not include short calls. The definition of this field changed in Release 7.0(0) from Calls Abandon in Queue + Calls Abandoned At Agent + Calls Abandoned in VRU to Calls Abandoned in Queue only. For customers who are migrating from Release 6.0 to Release 7.0, the data stored in RouterCallsAbandQ will be moved to TotalCallsAband.

Note    RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent
DBINT YES
RouterQueueCallTypeLimit

During the reporting interval, the number of Router queue attempts that failed because the limit for the call type was reached.

DBINT YES
RouterQueueGlobalLimit

During the reporting interval, the number of Router queue attempts that failed because the global system limit was reached.

DBINT YES
RouterCallsAbandToAgent

The number of calls that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent.

DBINT YES
ServiceLevelAband

The total number of calls of this call type abandoned within the service level threshold during the reporting interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

DBINT YES
ServiceLevelCalls

The total number of calls of this call type answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. Valid for both Unified CCE and standard ACD targets that use translation routes.

DBINT YES
ServiceLevelCallsOffered

The number of calls of this call type that had service level events during the reporting interval. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes.

A service level event occurs when one of the following happens to the call:

  1. The call is answered by an agent before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.
  2. The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.
  3. The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, only the ServiceLevelCallsOffered database field is incremented.
  4. The call reaches the service level threshold without being answered by an agent or abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the Unified ICM configuration) do not count towards the ServiceLevelCallsOffered or ServiceLevelAband call counters.
    Note    In the ServicelevelCallsOffered field, calls sent to the labels or calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount fields to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold. For calls sent to labels, you can use the label related fields (e.g. CallsRoutedNonAgent, ReturnBusy, ReturnRing) to exclude all calls which are returned to the labels.
DBINT YES
ServiceLevel

Service level for the call type during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Call Type list tool and the System Information tool.

ServiceLevel is calculated as follows depending on the service level type:

  1. Ignore Abandoned Calls: ServiceLevelCalls/( ServiceLevelCallsOffered - ServiceLevelAband)
  2. Abandoned Calls have Negative Impact: ServiceLevelCalls/ServiceLevelCallsOffered
  3. Abandoned Calls have Positive Impact: (ServiceLevelCalls + ServiceLevelAband)/ServiceLevelCallsOffered This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.
DBFLT4 YES
ServiceLevelType

Service Level Type used to calculate Service level for the reporting interval.

DBINT YES
ServiceLevelError

Calls that ended in Error state within SL threshold within the reporting interval.

DBINT YES
ServiceLevelRONA

Calls that redirected on no answer within SL threshold within the reporting interval.

DBINT YES
ShortCalls

The total number of calls to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE , and Outbound Option.

DBINT YES
TalkTime

The total talk time in seconds for calls of this call type that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
TimeZone

The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT).

DBINT PK3, NOT NULL
TotalCallsAband

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop This field also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

DBINT YES
VruUnhandledCalls

Count of calls marked as Offered to VRU but not handled in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruHandledCalls

Count of the VRU calls marked as handled at VRU in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruAssistedCalls

Count of the VRU handled calls marked as routed to agents in the reporting interval. This field is incremented only if the calls routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruOptOutUnhandledCalls

Count of the VRU unhandled calls that were marked as routed to agents by caller request in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruScriptedXferredCalls

Count of the VRU calls marked as routed to agents as a result of normal script procedure in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruForcedXferredCalls

Count of the VRU calls marked as routed to agents as a result of caller difficulties in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruOtherCalls

Count of VRU calls marked with any VRUProgress value other than the in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VRUTime

The total time that all calls spent at the VRU in the reporting interval. This is the total VRU time, whether the call was queued or not.

Note    In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Note    In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
DBINT YES

Call_Type_Map

This table is part of the Script category (see Script). For database rules, see Script Tables.

It maps call types to scheduled scripts. Use the Script Schedule facility of the Script Editor to add, update, and delete Call_Type_Map records.

Related Tables

Call_​Type (via CallTypeID)

Master_​Script (via MasterScriptID)

Table 78 Indexes for Call_Type_Map Table

index_name

index_description

index_keys

XIE1Call_Type_Map

nonclustered located on PRIMARY

MasterScriptID

XPK_Call_Type_Map

clustered, unique, primary key located on PRIMARY

CallTypeID, Item

Table 79 Fields in Call_Type_Map Table
Name Description Data Type Keys and NULL Option
CallTypeID

Foreign key from the Call Type table. CallTypeID and Item together form a unique key.

DBINT PK, FK NOT NULL
Description

Additional information about the association of this script to this call type.

DESCRIPTION NULL
Item

The position of this schedule entry within the list of entries for this call type.

DBINT PK NOT NULL
MasterScriptID

Foreign key from the Master Script table.

DBINT FK, IE-1 NOT NULL
ScriptSchedule

A script schedule entry in an internal format used by the Script Editor.

varchar(64) NOT NULL

Call_Type_SG_Interval

This section describes the Call Type Skill Group Interval table.


Note


  • In the Call Type Skill Group Interval table, the Hold time is calculated based on the call event.
  • In an Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.
  • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.

Table 80 Fields in Call_Type_SG_Interval Table
Name Description Data Type Keys and NULL Option
AbandInterval1

By current design, the system sets this value to -1. It is reserved for future use.

DBINT NULL
AbandInterval2
Note    See AbandInterval1
DBINT NULL
AbandInterval3
Note    See AbandInterval1
DBINT NULL
AbandInterval4
Note    See AbandInterval1
DBINT NULL
AbandInterval5
Note    See AbandInterval1
DBINT NULL
AbandInterval6
Note    See AbandInterval1
DBINT NULL
AbandInterval7
Note    See AbandInterval1
DBINT NULL
AbandInterval8
Note    See AbandInterval1
DBINT NULL
AbandInterval9
Note    See AbandInterval1
DBINT NULL
AbandInterval10
Note    See AbandInterval1
DBINT NULL
AnsInterval1

By current design, the system sets this value to -1. It is reserved for future use.

DBINT NULL
AnsInterval2
Note    See AnsInterval1
DBINT NULL
AnsInterval3
Note    See AnsInterval1
DBINT NULL
AnsInterval4
Note    See AnsInterval1
DBINT NULL
AnsInterval5
Note    See AnsInterval1
DBINT NULL
AnsInterval6
Note    See AnsInterval1
DBINT NULL
AnsInterval7
Note    See AnsInterval1
DBINT NULL
AnsInterval8
Note    See AnsInterval1
DBINT NULL
AnsInterval9
Note    See AnsInterval1
DBINT NULL
AnsInterval10
Note    See AnsInterval1
DBINT NULL
AttributeID1

Attribute 1 associated with the Precision Queue.

DBINT NULL
AttributeID2

Attribute 2 associated with the Precision Queue.

DBINT NULL
AttributeID3

Attribute 3 associated with the Precision Queue.

DBINT NULL
AttributeID4

Attribute 4 associated with the Precision Queue.

DBINT NULL
AttributeID5

Attribute 5 associated with the Precision Queue.

DBINT NULL
AttributeID6

Attribute 6 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID7

Attribute 7 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID8

Attribute 8 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID9

Attribute 9 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AttributeID10

Attribute 10 associated with the Precision Queue.

Note    Reserved for future use.
DBINT NULL
AnswerWaitTime

The sum of answer wait time in seconds for all calls that were answered for the call type associated with this skill group during the reporting interval.

This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. Note: With the existence of a network VRU, for Unified ICM and Unified CCE systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued.

DBINT YES
AvgRouterDelayQ

Average delay in queue (in seconds) for calls removed from the Router queue during the reporting interval. RouterQueueWaitTime / RouterQueueCalls

DBINT YES
AgentErrorCount

During the reporting interval, calls associated with this skill group that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun.

DBINT YES
BucketIntervalID

By current design, the system sets this value to -1. It is reserved for future use.

DBINT NULL
CallTypeID

Identifies the call type.

DBINT PK2, NOT null
CallDelayAbandTime

The total time spent by calls of this call type associated with this skill group that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.

Note    This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTime and DelayAgentAbandTime from CallDelayAbandTime.
DBINT YES
CallsAnswered

The total number of calls of this call type associated with this skill group that was answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

Note    With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued.
DBINT YES
CallsHandled

The total number of calls of this call type associated with this skill group that was handled in the reporting interval.

Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

  • An incoming ACD call that was answered by an agent, 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. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsReportedAgainstOther

Calls that were counted as CallsOfferedRouted but reported against another skill group.

Note    The call will be counted in the Skill Group where it is actually reported depending on the call disposition flag. For example, if the call disposition flag is 1, the field CallsHandledNotRouted is incremented in the actual skill group that the call was handled.

There might be some other scenarios that this field can be incremented where the SkillGroupSkillTargetID is not provided and none of the call dispositions is used to categorize where the call is actually going .

DBINT YES
CallsQHandled

Number of calls associated with this skill group that was handled in the reporting interval that were queued in the Router at any time during the life of the call. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsRONA

Number of calls associated with this skill group that was that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with CallDispositionFlag of 5 in TCD. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsRequeried

During the reporting interval, the number of router requery events for this call type associated with this skill group. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, CallsRequeried is 20.

DBINT YES
CallsRoutedNonAgent

Number of Calls associated with this skill group that was routed in the reporting interval without translation route in TDM environment. The TCD that the peripheral cuts does not have any call type associated to it.

DBINT YES
CallsHandledNotRouted

Calls associated with this skill group that were handled but is not the skill group that was originally routed. Note: The field CallsReportedAgainstOther is incremented in the skill group that the call was routed.

DBINT YES
CallsOfferedRouted

The number of calls associated with this skill group that were routed by the Central Controller. This field is incremented for calls sent to skill group or service and it is incremented in the following ways:

Skill Group: The Router increments this field when the call is routed or queued to a skill group.

Service: The Router increments this field using the agent real time data when the call is answered, or using TCD when the call is abandoned by the agent.

DBINT YES
CallsOfferedNotRouted

Calls offered to a skill group that was not routed by the Router. It happens in TDM and PG Gateway deployments where the ACD routes the call to a Skill Group different from the original routed Skill Group.

DBINT YES
CallsOnHold

The number of calls placed on hold at least once for the call type associated with the skill group during the reporting interval

DBINT YES
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBSMALLDATE PK1,NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE1, YES
DelayAgentAbandTime

For the reporting interval, the total time spent by all calls for this call type associated with this skill group that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls.

DBINT YES
DelayQAbandTime

The total time spend by all calls associated with this skill group for this call type that abandoned while in the queue, for this reporting interval.

DBINT YES
ErrorCount

During the reporting interval, the number of calls associated with this skill group that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined Refer to the Route_Call_Detail table, RouterErrorCode field.

Examples: Translation-routed calls are abandoned while en route to destination target. Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

DBINT YES
HandleTime

The total handle time in seconds for handled calls of this call type associated with this skill group ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
HoldTime

The total hold time in seconds for calls of this call type associated with this skill group ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
IncompleteCalls

During the reporting interval, the number of IncompleteCalls;which are calls associated with this skill group that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7 in TCD. Network issues (congestion, glitches, etc).

This can occur under several conditions:

  1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it.
  2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the hard phone.
  3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed.
  4. A caller disconnects in route to the agent.
    Note    As IP transfers are so quick, this is an unlikely condition.

This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
MaxHoldTime

The max hold time in seconds for calls of the call type associated with the skill group during the reporting interval

DBINT YES
MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

DBINT NULL
MaxCallWaitTime

The longest time a call has to wait before it is dispositioned (abandoned, answered, and so on) in this interval.

DBINT NULL
OverflowOut

The number of calls overflowed to another call type during the reporting interval.This field increments when a requalify or call type node is executed in the script.

DBINT YES
PrecisionQueueID

Together with CallTypeID identifies call type association with Precision Queue. For Skill Group only call types, the value is NULL.

DBINT PK4, NULL
RecoveryKey

Unique ID assigned to each record and used internally by the Unified ICM / Unified CCE software to track the record.

DBFLT8 AK1, NOT NULL
ReportingHalfHour

The value indicates Half Hour boundary interval (0 - 47). Two 15 minute interval records will have a unique half hour boundary value.

Note    This field uses the CentralController UTC time and not the local time to calculate the Half Hour index. Therefore, based on the time zone, the Half Hour boundary interval (0 - 47) may vary.
DBINT IE2, NULL
ReportingInterval

This value indicates the router to calculate the Call Type and Call Type Skill Group data for that interval. Default: 30.

DBINT IE3, NULL
ReservationCalls

The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered.

DBINT NULL
RouterCallsAbandQ

The number of calls to the call type associated with this skill group that abandoned in the Router queue during the reporting interval. Does not include short calls.

Note    RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent
DBINT YES
RouterCallsAbandToAgent

The number of calls associated with this skill group that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent.

DBINT YES
RouterQueueWaitTime

Number of seconds calls of this calltype associated with this skill group spent in the Call Router queue during the reporting interval.

This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.

DBINT YES
RouterQueueCalls

The number of tasks of the call type associated with this skill group assigned from the queue to be routed in the reporting interval.

DBINT YES
RouterCallsDequeued

It is incremented when the call is removed from the queue.

DBINT YES
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
RouterCallsAbandDequeued

The number of calls associated with the skill group that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all of the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Normally, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order.

The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against.

This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

DBINT YES
SkillGroupSkillTargetID

Together with CallTypeID identifies call type association with skill group in this table.

DBINT PK3,NOT NULL
ShortCalls

The total number of calls associated with this skill group to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option.

DBINT YES
ServiceLevelAband

The total number of calls of this call type associated with this skill group abandoned within the service level threshold during the reporting interval. Valid for both Unified CCE and standard ACDtargets that use translation routes.

DBINT YES
ServiceLevelCalls

The total number of calls of this call type associated with this skill group answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. Valid for both Unified CCE and standard ACDtargets that use translation routes.

DBINT YES
ServiceLevelCallsOffered

The number of calls of this call type associated with this skill group that had service level events during the reporting interval. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes.

A service level event occurs when one of the following happens to the call:

  1. The call is answered by an agent before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.
  2. The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.
  3. The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, ServiceLevelRONA and ServiceLevelCallsOffered database fields are incremented.
  4. The call reaches the service level threshold without being answered by an agent or abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the Unified ICM configuration) do not count towards the ServiceLevelCallsOffered or ServiceLevelAband call counters.
    Note    In the ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount field to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold.
DBINT YES
ServiceLevel

The service level for the call type associated with this skill group during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Skill Group explorer and PG explorer.

The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval.

ServiceLevel is calculated as follows depending on the service level type:

  1. IgnoreAbandCall:ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued -ServiceLevelAband)
  2. Abandoned Calls has Negative Impact: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued)
  3. Abandoned Calls have Positive Impact: ServiceLevelCalls + ServiceLevelAband/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued )

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBFLT4 YES
ServiceLevelError

Calls associated with this skill group that ended in Error state within SL threshold within the reporting interval.

DBINT YES
ServiceLevelRONA

Calls associated with this skill group that redirected on no answer within SL threshold within the reporting interval.

DBINT YES
ServiceLevelType

The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval.

DBINT YES
ServiceLevelCallsDequeue

The number of queued calls associated with this skill group that was de-queued within the skill Service Level threshold in the reporting interval. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.

Note    This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue.
DBINT YES
TimeZone

The time zone for the date and time. The value is the offset in minutes from GMT.

DBINT PK4,NOT NULL
TalkTime

The total talk time in seconds for calls of this call type associated with this skill group that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES

Call_Type_Skill_Group_Half_Hour

This section describes the Call Type Skill Group Half Hour Table.


Note


The Call_Type_SG_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. The Call_Type_Skill_Group_Half_Hour Table will not be populated with this data.

In an Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.

With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.

Table 81 Fields in Call_Type_Skill_Group_Half_Hour Table
Name Description Data Type Keys and NULL Option
AgentErrorCountToHalf

During the half hour, calls associated with this skill group that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun.

DBINT YES
AnswerWaitTimeToHalf

The sum of answer wait time in seconds for all calls that were answered for the call type associated with this skill group answered during the half hour. This field is applicable to both ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

Note    With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued.
DBINT YES
AvgRouterDelayQToHalf

Average delay in queue (in seconds) for calls removed from the Router queue during the half hour. RouterQueueWaitTime / RouterQueueCalls

DBINT YES
CallDelayAbandTimeToHalf

The total time spent by calls of this call type associated with this skill group that abandoned in the half hour. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.

Note    This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTime and DelayAgentAbandTime from CallDelayAbandTime.
DBINT YES
CallsAnsweredToHalf

The total number of calls of this call type associated with this skill group that was answered by agents in the half hour. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

Note    With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued.
DBINT YES
CallsHandledToHalf

The total number of calls of this call type associated with this skill group that was handled in the half hour. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

  1. An incoming ACD call that was answered by an agent, and then completed.
  2. 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. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsReportedAgainstOtherToHalf

Calls that were counted as CallsOfferedRouted but reported against another skill group.

Note    The call will be counted in the Skill Group where it is actually reported depending on the call disposition flag. For e.g: if the call disposition flag is 1, the field CallsHandledNotRouted is incremented in the actual skill group that the call was handled.

There might be some other scenarios that this field can be incremented where the SkillGroupSkillTargetID is not provided and none of the call dispositions is used to categorize where the call is actually going.

DBINT YES
CallsQHandledToHalf

Number of calls associated with this skill group that was handled in the half hour that were queued in the Router at any time during the life of the call. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsRONAToHalf

Number of calls associated with this skill group that was that have been Redirected On No Answer in the half hour. This does not include calls that are rerouted using the router requery feature. This is for calls with CallDispositionFlag of 5 in TCD.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
CallsRequeriedToHalf

During the half hour, the number of router requery events for this callt ype associated with this skill group. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20.

DBINT YES
CallsRoutedNonAgentToHalf

Number of Calls associated with this skill group that was routed in the half hour without translation route in TDM environment. The TCD that the peripheral cuts does not have any call type associated to it.

DBINT YES
CallsHandledNotRoutedToHalf

Calls associated with this skill group that were handled but is not the skill group that was originally routed. Note: The field CallsReportedAgainstOther is incremented in the skill group that the call was routed.

DBINT YES
CallsOfferedRoutedToHalf

The number of calls associated with this skill group that were routed by the Central Controller. This field is incremented for calls sent to skill group or service and it is incremented the following ways:

Skill Group: Router increments this field when the call is routed or queued to a skill group

Service: The Router increments this field using the agent real time data when the call is answered or using the TCD when the call is abandoned at the agent.

DBINT YES
CallsOfferedNotRoutedToHalf

Calls offered to a skill group that was not routed by the Router. It happens in TDM and PG Gateway deployments where the ACD routes the call to a Skill Group different from the original routed Skill Group.

DBINT YES
CallsOnHoldToHalf

The number of calls placed on hold at least once for the call type associated with the skill group during the half hour interval

DBINT YES
CallTypeID

Identifies the call type.

DBINT PK2, NOT NULL
DelayAgentAbandTimeToHalf

For the half hour, the total time spent by all calls for this call type associated with this skill group that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls.

DBINT YES
DelayQAbandTimeToHalf

The total time spend by all calls associated with this skill group for this call type that abandoned while in the queue, for this half hour.

This time is not reset if the CallType changes.

DBINT YES
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBSMALLDATE PK1, NOT NULL
DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME IE1, YES
ErrorCountToHalf

During the half hour, the number of calls associated with this skill group that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined Refer to the Route_Call_Detail table, RouterErrorCode field.

Examples: Translation-routed calls are abandoned while en route to destination target. Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

DBINT YES
HandleTimeToHalf

The total handle time in seconds for handled calls of this call type associated with this skill group ending during the half hour. HandleTime is the sum of the fields TalkTime, HoldTime and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
HoldTimeToHalf

The total hold time in seconds for calls of this call type associated with this skill group ending during the half hour. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
IncompleteCallsToHalf

During the half hour, the number of IncompleteCalls which are calls associated with this skill group that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7 in TCD.

Note    As IP transfers are so quick, this is an unlikely condition. The call is sent to the wrong number, so the agent never receives the call. This is a common new installation problem.

This can occur under several conditions:

  1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it.
  2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the hard phone.
  3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed.
  4. Network issues (congestion, glitches, etc).
  5. A caller disconnects in route to the agent.

This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD unless the call was translation routed.

DBINT YES
MaxHoldTimeToHalf

The max hold time in seconds for calls of the call type associated with the skill group during the half hour interval

DBINT YES
OverflowOutToHalf

The number of calls overflowed to another call type during the half hour interval.This field increments when a requalify or call type node is executed in the script.

DBINT YES
RecoveryKey

Unique ID assigned to each record and used internally by the Unified ICM / Unified CCE software to track the record.

DBFLT8 AK1, NOT NULL
RouterCallsAbandQToHalf

The number of calls to the call type associated with this skill group that abandoned in the Router queue during the half hour. Does not include short calls.

Note    RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent
DBINT YES
RouterCallsAbandToAgentToHalf

The number of calls associated with this skill group that abandoned at the agent desktop before being answered in the half hour. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent.

DBINT YES
RouterQueueWaitTimeToHalf

Number of seconds calls of this calltype associated with this skill group spent in the Call Router queue during the half hour.

This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.

DBINT YES
RouterQueueCallsToHalf

The number of tasks of the call type associated with this skill group assigned from the queue to be routed in the half hour.

DBINT YES
RouterCallsDequeuedToHalf

It is incremented when the call is removed from the queue.

DBINT YES
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
SkillGroupSkillTargetID

Together with CallTypeID identifies call type association with skill group in this table.

DBINT PK3, NOT NULL
ShortCallsToHalf

The total number of calls associated with this skill group to the route that were too short to be considered abandoned during the half hour. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option.

DBINT YES
ServiceLevelAbandToHalf

The total number of calls of this call type associated with this skill group abandoned within the service level threshold during the half hour. Valid for both Unified CCE and standard ACDtargets that use translation routes.

DBINT YES
ServiceLevelCallsToHalf

The total number of calls of this call type associated with this skill group answered within the service level threshold during the half hour. This field is incremented when the PG sends the answered event to the router within the service level threshold. Valid for both Unified CCE and standard ACDtargets that use translation routes.

DBINT YES
ServiceLevelCallsOfferedToHalf

The number of calls of this call type associated with this skill group that had service level events during the half hour. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes.

A service level event occurs when one of the following happens to the call:

  1. The call is answered by an agent before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.
  2. The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.
  3. The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, ServiceLevelRONA and ServiceLevelCallsOffered database fields are incremented.
  4. The call reaches the service level threshold without being answered by an agent or abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the Unified ICM configuration) do not count towards the ServiceLevelCallsOffered or ServiceLevelAband call counters.
    Note    In the ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount field to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold.
DBINT YES
ServiceLevelToHalf

The service level for the call type associated with this skill group during the half hour. Service Level Type is configured in the Unified ICM Configuration Manager using the Skill Group explorer and PG explorer.

The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level for the half hour.

ServiceLevel is calculated as follows depending on the service level type:

  1. Ignore Abandoned Calld:ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued -ServiceLevelAband)
  2. Abandoned Calls has Negative Impact: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued)
  3. Abandoned Calls have Positive Impact: ServiceLevelCalls + ServiceLevelAband/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued )

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBFLT4 YES
ServiceLevelErrorToHalf

Calls associated with this skill group that ended in Error state within SL threshold within the half hour.

DBINT YES
ServiceLevelRONAToHalf

Calls associated with this skill group that redirected on no answer within SL threshold within the half hour.

DBINT YES
ServiceLevelType

The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level for the half hour.

DBINT YES
ServiceLevelCallsDequeueToHalf

The number of queued calls associated with this skill group that was de-queued within the skill Service Level threshold in the half hour. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.

Note    This field is relevant to the Unified CCE environment only.
Note    With the existence of a network VRU, this value includes time in the network queue.
DBINT YES
TalkTimeToHalf

The total talk time in seconds for calls of this call type associated with this skill group that were handled during the half hour. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT YES
TimeZone

The time zone for the date and time. The value is the offset in minutes from GMT.

DBINT PK4, NOT NULL

Call_Type_Real_Time

This table is part of the Script category (see Script). For database rules, see Script Tables.

Local database only.


Note


  • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
  • In an Cisco Contact Center Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent inthe network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.

Provides real-time statistics for each call type defined in the software. The software generates a Call_Type_Real_Time record for each call type.

Related Tables

Call_​Type (via CallTypeID)

Master_​Script (via MasterScriptID)

Script (via ScriptID)

Table 82 Indexes for Call_Type_Real_Time Table

index_name

index_description

index_keys

XPKCall_Type_Real_Time

clustered, unique, primary key located on PRIMARY

CallTypeID

Table 83 Fields in Call_Type_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentErrorCountHalf

Within the current half-hour interval, the number of calls that encountered an error when the call is at the agent desktop.

DBINT NULL
AgentErrorCountToday

The number of calls that encounter an error when the call is at the agent desktop since midnight.

DBINT NULL
AnswerWaitTimeHalf

The sum of answer wait time in seconds for all calls of this call type that were answered during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
AnswerWaitTimeTo5

The sum of answer wait time in seconds for all calls answered for this call type during the rolling five-minute interval.

DBINT NULL
AnswerWaitTimeToday

The sum of answer wait time in seconds for all calls of this call type answered since midnight.

DBINT NULL
AvgRouterDelayQHalf

Average number of seconds spent in the CallRouter queue for calls of this type that have been removed from the queue so far during the current half-hour interval.

DBINT NULL
AvgRouterDelayQNow

Average number of seconds spent in the CallRouter queue for calls of this type that are currently in queue.

DBINT NULL
AvgRouterDelayQTo5

Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue during the rolling five- minute interval.

DBINT NULL
AvgRouterDelayQToday

Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue since midnight.

DBINT NULL
CallDelayAbandTimeHalf

The time spent by all calls for this call type that abandoned before being answered during the current half-hour interval.

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTimeHalf from CallDelayAbandTimeHalf.

DBINT NULL
CallDelayAbandTimeTo5

The time spent by all calls for this call type that abandoned before being answered within the rolling 5 minutes

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeTo5 and DelayAgentAbandTimeTo5 from CallDelayAbandTimeTo5.

DBINT NULL
CallDelayAbandTimeToday

The time spent by all calls for this call type that abandoned before being answered since midnight.

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeToday and DelayAgentAbandTimeToday from CallDelayAbandTimeToday.

DBINT NULL
CallsAnsweredHalf

The number of calls answered by an agent in the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsAnsweredTo5

The number of calls answered by an agent during the rolling five-minute interval.

DBINT NULL
CallsAnsweredToday

The number of calls answered by an agent since midnight.

DBINT NULL
CallsAtAgentNow

The number calls that Unified CCE agents are currently working on.

An agent is considered to be working on a call/task until the agent finishes the wrap-up work associated with the call/task, if any.

Note    This field is not applicable to ICM.
DBINT NULL
CallsAtVRUNow

The number calls that are currently at the VRU. This includes calls that are in prompting at the VRU (non-queued calls) and those in the queue.

Note    In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.
Note    In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
DBINT NULL
CallsHandledHalf

The total number of calls of this call type handled in the current half-hour interval.

Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

  • An incoming ACD call that was answered by an agent, 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.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsHandledTo5

The total number of calls of this call type handled during the rolling five-minute interval.

DBINT NULL
CallsHandledToday

The total number of calls of this call type handled since midnight.

DBINT NULL
CallsLeftQTo5

The total number of calls of this call type that left the CallRouter queue during the rolling five-minute interval.

DBINT NULL
CallsOfferedHalf

The total number of calls of this call type offered during the current half-hour interval.

DBINT NULL
CallsOfferedTo5

The number of calls of this call type offered during the rolling five-minute interval.

DBINT NULL
CallsOfferedToday

The total number of calls of this call type offered to this call type since midnight.

DBINT NULL
CallsRONAHalf

The number of calls that have been Redirected On No Answer in the current half-hour interval. This does not include calls rerouted using the router requery feature.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsRONATo5

The number of calls that have been Redirected On No Answer in this in the rolling five-minute interval. This does not include calls rerouted using the router requery feature.

DBINT NULL
CallsRONAToday

The number of calls that have been Redirected On No Answer since midnight. This does not include calls rerouted using the router requery feature.

DBINT NULL
CallsRoutedNonAgentHalf

For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script in the current half-hour interval.

For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in the half-hour interval.

DBINT NULL
CallsRoutedNonAgentTo5

For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script in the rolling five-minute interval.

For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in this five-minute interval.

DBINT NULL
CallsRoutedNonAgentToday

For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script since midnight.

For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route since midnight.

DBINT NULL
CallsRoutedToday

Number of calls of this type that have been routed since midnight.

DBINT NULL
CallsRoutedToHalf

Number of calls of this type that have been routed during the current half-hour interval.

DBINT NULL
CallTypeID

Identifies the call type.

DBINT PK, FK NOT NULL
CTDelayAbandTimeHalf

The total time spent by calls of this call type that abandoned calls within the current half-hour interval.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

DBINT NULL
CTDelayAbandTimeTo5

The total time spent by calls of this call type that abandoned calls within the rolling five-minute interval.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

DBINT NULL
CTDelayAbandTimeToday

The total time spent by calls of this call type that abandoned calls since midnight.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

DBINT NULL
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBDATETIME NOT NULL
DelayAgentAbandTimeHalf

For the current half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

DBINT NULL
DelayAgentAbandTimeTo5

For the rolling five-minute interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

DBINT NULL
DelayAgentAbandTimeToday

For the half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

DBINT NULL
DelayQAbandTimeHalf

The total time spend by all calls for this call type that abandoned while in the queue, during the current half-hour interval.

This time is not reset if the CallType changes.

DBINT NULL
DelayQAbandTimeTo5

The total time spend by all calls for this call type that abandoned while in the queue, for this rolling five-minute interval.

This time is not reset if the CallType changes.

DBINT NULL
DelayQAbandTimeToday

The total time spend by all calls for this call type that abandoned while in the queue, since midnight.

This time is not reset if the CallType changes.

DBINT NULL
ErrorCountToday

Number of calls since midnight that resulted an error condition , such as when a routing scriptfailed to find a target and there are no default routes defined. This field increments when:

  • Translation-routed calls are abandoned while on route to destination target.
  • Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf field also increments.)
  • Calls with misconfigured labels do not use default routing (for instance, when a default route has not been defined).
DBINT NULL
ErrorCountToHalf

In the current half-hour interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined. This field increments when:

  • Translation-routed calls are abandoned while on route to destination target.
  • Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf field also increments.)
  • Calls with misconfigured labels do not use default routing (for instance, when a default route has not been defined).
DBINT NULL
HandleTimeHalf

The total handle time in seconds for all calls of this call type ending during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
HandleTimeTo5

The total handle time in seconds for all calls of this call type ending during the rolling five-minute interval.

DBINT NULL
HandleTimeToday

The total handle time in seconds for all calls of this call type ending since midnight.

DBINT NULL
HoldTimeHalf

The total hold time in seconds for calls of this call type ending during the current half-hour interval.

This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
HoldTimeTo5

The total hold time in seconds for calls of this call type ending during the rolling five-minute interval.

DBINT NULL
HoldTimeToday

The total hold time in seconds for calls of this call type ending since midnight.

DBINT NULL
ICRDefaultRoutedToday

Number of calls that were routed to the default label since midnight.

DBINT NULL
ICRDefaultRoutedToHalf

Number of calls that were routed to the default label during the current half-hour interval.

DBINT NULL
MasterScriptID

The master script currently scheduled for the call type.

DBINT NULL
NetworkAnnouncementToday

The number of calls routed with an announcement node since midnight. This node returns a label to the network that specifies the announcement to be played.

DBINT NULL
NetworkAnnouncementToHalf

The number of calls routed with an announcement node during the current half-hour period. This node returns a label to the network that specifies the announcement to be played.

DBINT NULL
NetworkDefaultRoutedToday

Number of calls that were routed to a Termination node that specifies "Use network default" since midnight. This node returns a label to the network telling it to apply its default treatment to the call.

DBINT NULL
NetworkDefaultRoutedToHalf

Number of calls of this type for which the IXC used default routing during the current half-hour interval.

DBINT NULL
OverflowOutHalf

The number of calls that overflowed to another call type during the current half-hour interval. This field increments when a requalify or call type node is executed in the script.

DBINT NULL
OverflowOutTo5

The number of calls that overflowed to another call type during the rolling five-minute interval. This field increments when a requalify or call type node is executed in the script.

DBINT NULL
OverflowOutToday

The number of calls that overflowed to another call type since midnight.This field increments when a requalify or call type node is executed in the script.

DBINT NULL
ReturnBusyToday

Number of calls of this type that were routed to the Busy target since midnight.

DBINT NULL
ReturnBusyToHalf

Number of calls of this type that were routed to the Busy target during the current half-hour interval.

DBINT NULL
ReturnReleaseHalf

Count of calls that executed a Release node in their routing script in the current half-hour interval.

DBINT NULL
ReturnReleaseToday

Count of calls that executed a Release node in their routing script since midnight.

DBINT NULL
ReturnRingToday

Number of calls of this type that were routed to the Ring target since midnight.

DBINT NULL
ReturnRingToHalf

Number of calls of this type that the software routed to the Ring target during the current half-hour interval.

DBINT NULL
RouterCallsAbandQHalf

Number of calls of this type abandoned in the Router queue during the current half-hour interval.

This field is applicable to bothUnified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
RouterCallsAbandQTo5

Number of calls of this type abandoned in the Router queue during the rolling five-minute interval.

DBINT NULL
RouterCallsAbandQToday

Number of calls of this type abandoned in the Router queue since midnight.

DBINT NULL
RouterCallsAbandToAgentHalf

The number of calls that abandoned at the agent desktop before being answered in the current half-hour interval.

DBINT NULL
RouterCallsAbandToAgentTo5

The number of calls that abandoned at the agent desktop before being answered within the rolling five-minute interval.

DBINT NULL
RouterCallsAbandToAgentToday

The number of calls that abandoned at the agent desktop before being answered since midnight.

DBINT NULL
RouterCallsQNow

Number of calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD.

DBINT NULL
RouterCallsQNowTime

Total number of seconds spent in queue for all calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD.

DBINT NULL
RouterLongestCallQ

The time that the longest currently queued call for this call type entered the CallRouter queue.

This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBDATETIME NULL
RouterQueueCallsHalf

Number of calls of this type that left the CallRouter queue to be routed during the current half- hour interval.

DBINT NULL
RouterQueueCallsTo5

Number of calls of this type that left the CallRouter queue to be routed during the rolling five-minute interval.

DBINT NULL
RouterQueueCallsToday

Number of calls of this type that left the CallRouter queue to be routed since midnight.

DBINT NULL
RouterQueueWaitTimeHalf

Number of seconds calls of this type spent in the CallRouter queue during the current half-hour interval.

Note    This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
DBINT NULL
RouterQueueWaitTimeTo5

Number of seconds calls of this type spent in the CallRouter queue during the rolling five-minute interval.

Note    This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
DBINT NULL
RouterQueueWaitTimeToday

Number of seconds calls of this type spent in the CallRouter queue since midnight.

Note    This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
DBINT NULL
ScriptID

The script currently scheduled for the call type.

DBINT NULL
ShortCallsToHalf

The total number of calls to the route that were tooshort to be considered abandoned during the ShortCallsHalfhalf-hour interval. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not consideredabandoned, nor are they accounted for in any ofthe Unified ICM abandoned calls calculations.

This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option.

DBINT NULL
ShortCallsToday

The total number of calls to the route that were too short to be considered abandoned after mid-night. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations.

This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option.

DBINT NULL
ServiceLevelAbandHalf

The total number of calls of this call type abandoned within the service level threshold during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
ServiceLevelAbandTo5

The number of calls of this call type abandoned within the service level during the rolling five-minute interval.

DBINT NULL
ServiceLevelAbandToday

The number of calls of this call type abandoned within the service level since midnight.

DBINT NULL
ServiceLevelCallsHalf

The total number of calls of this call type answered within the service level threshold during the half-hour interval.

This field is incremented when the PG sends the answered event to the router within the service level threshold.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
ServiceLevelCallsOfferedHalf

The number of calls of this call type that had a service level event during the current half-hour interval.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
ServiceLevelCallsOfferedTo5

The number of calls of this call type that had service level events during the rolling five-minute interval.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

DBINT NULL
ServiceLevelCallsOfferedToday

The number of calls of this call type that had service level events since midnight.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

DBINT NULL
ServiceLevelCallsQHeld

The number of calls of this call type that had been in queue longer than the service level threshold since midnight.

DBINT NULL
ServiceLevelCallsTo5

The total number of calls of the call type handled within the service level during the rolling five-minute interval.

DBINT NULL
ServiceLevelCallsToday

The total number of calls of the call type handled within the service level since midnight.

DBINT NULL
ServiceLevelErrorHalf

Calls that ended in Error state within SL threshold within the current half-hour interval.

DBINT NULL
ServiceLevelErrorToday

Calls that ended in Error state within SL threshold since midnight.

DBINT NULL
ServiceLevelHalf

The service level for this call type during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBFLT4 NULL
ServiceLevelTo5

The service level for this call type during the rolling five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5.

DBFLT4 NULL
ServiceLevelToday

The service level for this call type since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday.

DBFLT4 NULL
ServiceLevelRONAHalf

Calls that redirected on no answer within SL threshold within the current half-hour interval.

DBINT NULL
ServiceLevelRONATo5

Calls that redirected on no answer within SL threshold within the rolling five-minute interval.

DBINT NULL
ServiceLevelRONAToday

Calls that redirected on no answer within SL threshold sicne midnight.

DBINT NULL
TalkTimeHalf

The total talk time in seconds for calls of this call type ending during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
TalkTimeTo5

The total talk time in seconds for calls of this call type ending during the rolling five-minute interval.

DBINT NULL
TalkTimeToday

A total of talk time in seconds for calls of this call type ending since midnight.

DBINT NULL
TotalCallsAbandHalf

The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the current half-hour interval.

DBINT NULL
TotalCallsAbandTo5

The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the rolling five-minute interval.

DBINT NULL
TotalCallsAbandToday

The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop since midnight.

DBINT NULL

Campaign

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It contains a description of all the configured campaigns that a Outbound Option implementation may use. There is a single row for every configured campaign.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign table records.


Note


If Outbound Option was not selected during setup, this table will contain no data.

Related Tables

Campaign_​Skill_​Group (via CampaignID)

Campaign_​Target_​Sequence (via CampaignID)

Campaign_​Query_​Rule (via CampaignID)

Campaign_​Half_​Hour (via CampaignID)

Campaign_​Query_​Rule_​Half_​Hour

Campaign_​Query_​Rule_​Real_​Time (via CampaignID)

Dialer_​Detail (via CampaignID)

Dialer_​Port_​Real_​Time (via CampaignID)

Dialer_​Skill_​Group_​Real_​Time (via CampaignID)

Table 84 Indexes for Campaign Table

index_name

index_description

index_keys

XAK1Campaign

nonclustered, unique, unique key located on PRIMARY

CampaignName

XPKCampaign

clustered, unique primary key located on PRIMARY

CampaignID

Table 85 Fields in Campaign Table
Name Description Data Type Keys and NULL Option
AbandonCustomerCallback

The number of minutes to wait before calling back a customer who abandoned the call.

DBINT NULL
AbandonedDialerCallback

The number of minutes to wait before calling back a customer who was abandoned by the dialer.

DBINT NULL
AbandonEnabled

Indicates whether the predictive algorithm should use AbandonPercent:

  • Y = Use abandon percent algorithm.
  • N = Do not take abandoned calls into consideration while calculating the predictive algorithm.
DBCHAR NOT NULL
AbandonPercent

Used in the predictive algorithm to identify the upper limit of abandon percentage allowed.

DBFLT8 NOT NULL
AMDTreatmentMode

When AMD is enabled for "agent" campaigns:

  1. Abandon Call
  2. Transfer to Agent
  3. Transfer to IVR Route Point
DBINT NOT NULL
AnswerDetectEnabled

Valid options are:

  • Y = Answering machine detection is enabled.
  • N = Answering machine detection is disabled
DBCHAR NOT NULL
BusyCallback

The number of minutes to wait before attempting a callback to a number that was busy.

DBINT NOT NULL
AnsweringMachineCallback

The number of minutes to wait before calling back a previously dialed number that was answered by an answering machine.

DBINT NULL
BusyRetryEnabled

Valid options are:

  • Y = A busy number should be retried.
  • N = The next number in the list should be tried.
DBCHAR NOT NULL
CallbackTimeLimit

Maximum amount of time, in minutes, after a scheduled callback before giving up the callback attempt.

DBSMALLINT NOT NULL
CampaignID

A unique identifier for this campaign. This is the primary key for this table.

This field is applicable to Outbound Option only.

DBINT PK NOT NULL
CampaignName

A customer-entered name for this campaign.

VNAME32 AK-1 NOT NULL
CampaignPurposeType

Can be set to Agent Campaign or Xfer to IVR Campaign.

DBINT NOT NULL
CancelledCallRetryTime

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of minutes to wait to retry a cancelled call.

DBINT NULL
CancelRinging

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Identifies behavior dialer takes for cancelling ringing calls. Default is 0, which means do not cancel ringing calls.

DBINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CloseAbandonedToIVR

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether abandoned calls sent to IVR should be considered closed or not.

DBCHAR NOT NULL
ConfigParam

Additional configuration parameters.

varchar NULL
CPAAnalysisPeriod

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of milliseconds dialer will spend analyzing. Advanced configuration item.

DBINT NULL
CPAMaxTermToneAnalysis

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item.

DBINT NULL
CPAMinSilencePeriod

Minimum silence period required to classify a call as voice detected. Default: 375.

DBINT NOT NULL
CPAMinimumValidSpeech

Minimum number of milliseconds of voice required to qualify a call as voice detected. Default: 112.

DBINT NOT NULL
CPAMaxTimeAnalysis

Max time allowed for analysis in milliseconds before identifying a problem analysis as dead air/ low volume. Default: 3000 .

DBINT NOT NULL
CustomerNotHomeCallback

The number of minutes to wait before calling a customer back when the call was answered by the wrong person.

DBINT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
Deleted

Valid options are:

  • Y = Yes
  • N = No
DBCHAR NOT NULL
Description

A description of the campaign.

DESCRIPTION NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT NULL
DisableCPA

Y = Disable IP Call Progress Analysis. (as in Release 5.0).

N = IP Call Progress Analysis enabled.

Default = N

DBCHAR NOT NULL
DSTLocation

Starting daily saving time. Default:1

DBINT Not Null
EdgeDetectEnabled

Deleted Flag. Stored as a character:

  • Y= Voice detection should be done at the beginning of the initial greeting sound.
  • N= Enables a faster but less accurate voice/answering machine detection.
DBCHAR NOT NULL
Enabled

Indicates whether a campaign is currently active (Y) or not (N).

DBCHAR NOT NULL
EnableRecordWaveFile

Indicates whether the debug setting for Recording wave files should be enabled for connected outbound calls in this campaign. (Default ‘N’). Will get information from BA Options Table if not configured here. Default is ‘N’ (disabled).

DBCHAR NOT NULL
EnableMediaTermination

Indicates the dialer will terminate media streams for connected outbound calls in this campaign. Default is ‘N’ (disabled).

DBCHAR NOT NULL
ExhaustedCallsEnabled

Valid options are:

  • Y = Allow resetting the records that have reached the maximum number of attemp
  • N = Do not allow the resetting of these records.
DBCHAR NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
FutureUseFloat1

Reserved for future use

DBFLT8 NULL
FutureUseFloat2

Reserved for future use

DBFLT8 NULL
FutureUseFloat3

Reserved for future use

DBFLT8 NULL
HomeEnabled

Valid options are:

  • Y= Allow dialing to home numbers.
  • N = Do not allow dialing to home numbers.
DBCHAR NOT NULL
HomeEndHours

Home telephone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. Hours are in 24-hour format.

DBINT NOT NULL
HomeEndMinutes

Home telephone numbers will not be dialed later than HomeEndHours:HomeEndMinutes.

DBINT NOT NULL
HomeStartHours

Home telephone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. Hours are in 24-hour format.

DBINT NOT NULL
HomeStartMinutes

Home telephone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes.

DBINT NOT NULL
IPAMDEnabled

Boolean to indicate that AMD is enabled on IP Dialers. A Y indicates enabled, an N is disabled.

DBCHAR NOT NULL
IPTerminatingBeepDetect

Boolean to indicate that Terminating Tone Detection is enabled on IP Dialers. Can be used for Transfer to IVR campaigns as well as Agent campaigns.

A Y indicates enabled, an N indicates disabled. The default value is N.

DBCHAR NOT NULL
LeaveMessageEnabled

Indicates whether the Unified ICM should leave automated messages on answering machines:

  • Y = Yes, leave automated messages on answering machines.
  • N = No, do not leave automated messages on answering machines.
DBCHAR NOT NULL
LinesPerAgent

The fixed number of lines to use per agent. Note that this number need not be an integer.

DBFLT8 NOT NULL
MaxAttempts

The maximum number of attempts permitted per contact within the current campaign.

DBINT NOT NULL
MaxBusyAttempts

The maximum number of times to retry a busy number before trying the next number in the list.

DBSMALLINT NOT NULL
MaximumLineAgent

The maximum number of lines dialed per agent. Note that this number need not be an integer.

DBFLT8 NOT NULL
MinimumCallDuration

The number of seconds that a customer conversation must last before a call is considered complete. If the minimum call duration is not reached, the call will be classified as busy and retried.

DBSMALLINT NOT NULL
NoAnswerCallback

The number of minutes to wait before attempting a callback to a number that was not answered.

DBINT NOT NULL
NoAnswerRingLimit

The number of rings before considering a call as not answered.

DBINT NOT NULL
PersonalizedCallbackEnabled

Valid options are:

  • Y = Personalized callback is enabled.
  • N = Personalized callback is not enabled.
DBCHAR NOT NULL
PredictiveCorrectionPace

A correction is applied to the Lines per Agent when the attempted calls exceeds "PredictiveConnectionPace" calls. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBINT NULL
PredictiveGain

The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBFLT8 NULL
PredictiveHistoricGain

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The Historic Gain term calculates an additional correction based on the last 5 measurement sets. As a default, it should be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBFLT8 NULL
PredictiveLowAbandonGain

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBFLT8 NULL
PrefixDigits

Digits that should be prefixed to each customer number dialed from this campaign.

This feature is used to create a unique prefix that can be used by Cisco Communication Manager's Translation Pattern function to change the ANI that customers see.

varchar(15) Null
QuickDetectEnabled

Valid options are:

  • Y = Voice/answering machine detection should be done quickly rather than accurately.
  • N = Voice/answering should be done accurately, but not as quickly as with the quick detect feature.
DBCHAR NOT NULL
ReleaseCallbackEnabled

Valid options are:

  • Y = A personalized callback should be sent to another agent if the original agent is not available.
  • N = A personalized callbach should not be sent to another agent.
DBCHAR NOT NULL
RescheduleCallbackMode

Valid options include:

  • 1 = If a callback should be rescheduled for the same time period the next day.
  • 2 = If the callback will be rescheduled for tthe next valid dialing period.
  • 3 = If the callback will be abandoned (not attempted again).
DBSMALLINT NOT NULL
SPClosedRecordCount

The number of customer close record requests to queue before calling a stored procedure for third-party processing.

DBSMALLINT NOT NULL
SPClosedRecordEnabled

Valid options are:

  • Y = Indicates that a stored procedure should be called after a customer record has been closed. This stored procedure resides in the Outbound Option private database.
  • N = This stored procedure should not be called.
DBCHAR NOT NULL
UseGMTFromRegionPrefix

Boolean to indicate that customer GMT should be obtained from the Region Prefix table. Replaces the ImportAreaProcDisable registry setting. The default is Y.

DBCHAR NOT NULL
WaitForBusyRetry

Y= When a busy number has been reached wait until the busy retry timeout and call the busy number again instead of calling the next phone number in the customers list. Note: if the Busy retry interval is greater than 5 minutes the system will not wait.

N = Do not wait to retry a busy number, try the next number in the list.

Default = N

DBCHAR NOT NULL
WorkEnabled

Valid options are:

  • Y = Allow dialing to work numbers.
  • N = Do not allow dialing to work numbers.
DBCHAR NOT NULL
WorkEndHours

Work telephone numbers will not be dialed later than WorkEndHours:WorkEndMinutes. Hours are in 24-hour format.

DBINT NOT NULL
WorkEndMinutes

Work telephone numbers will not be dialed later than WorkEndHours:WorkEndMinutes.

DBINT NOT NULL
WorkStartHours

Work telephone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes. Hours are in 24-hour format.

DBINT NOT NULL
WorkStartMinutes

Work telephone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes.

DBINT NOT NULL

Campaign_Half_Hour


Note


THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.


This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Central database only.

Provides historical reporting for campaign attributes.

Related Tables

Campaign (via CampaignID)

Table 86 Indexes for Campaign_Half_Hour Table

index_name

index_description

index_keys

XAK1Campaign_Half_Hour

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Campaign_Half_Hour

nonclustered located on PRIMARY

DbDateTime

XPKCampaign_Half_Hour

clustered, unique primary key located on PRIMARY

CampaignID, DateTime, TimeZone

Table 87 Fields in Campaign_Half_Hour Table
Name Description Data Type Keys and NULL Option
ActiveTimeToHalf

Indicates how long in seconds the campaign has been configured to be active during the current half hour.

DBINT AK1 NULL
CampaignID

The unique identifier of the Campaign.

DBINT PK, FK NOT NULL
DateTime

The central controller date and time at the start of the interval.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the database.

DBDATETIME IE1-Indexed NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
FutureUseInt3

Reserved for future use.

DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
RecoveryKey

Unique record identifier.

DBFLT8 NOT NULL
TimeZone

The Time Zone for the date and time. The value is offset in minutes from UTC (formerly GMT).

DBINT PK NOT NULL

Campaign_Query_Rule

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It contains a set of associations between query rules and campaigns.


Note


If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Query_Rule records.

Related Tables

Campaign (via CampaignID)

Query_​Rule (via QueryRuleID)

Table 88 Indexes for Campaign_Query_Rule Table

index_name

index_description

index_keys

XPKCampaign_Query_Rule

clustered, unique, primary key located on PRIMARY

CampaignID, QueryRuleID

Table 89 Fields in Campaign_Query_Rule Table
Name Description Data Type Keys and NULL Option
CampaignID

The campaign to which this query rule belongs. This field is a foreign key from the Campaign table.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
Duration

The amount of time (in minutes) to use the current query rule before going on to the next.

DBINT NOT NULL
DurationEnabled

Indicates whether or not to use duration rate to move between query rules within this campaign:

  • Y = Use duration (time spent within a query rule)
  • N = Do not use duration
DBCHAR NOT NULL
EndHours

The contact will not be dialed past the EndHours:EndMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time.

DBINT NOT NULL
EndMinutes

The contact will not be dialed past the EndHours:EndMinutes. Time is based on the Unified ICM Central Controller time.

DBINT NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
HitRate

The percentage of hits (completed/attempted) per campaign considered as a threshold by the predictive algorithm. The percentage value is a whole number between 0 and 100.

DBINT NOT NULL
HitRateEnabled

Indicates whether or not to use hit rate to move between query rules within this campaign:

  • Y = Use hit rate
  • N = Do not use hit rate
DBCHAR NOT NULL
ListOrder

The order in which the query rules are to be used.

DBINT NOT NULL
Penetration

The percentage of this query rule to be attempted before shifting to the next query rule within the current campaign. The percentage value is a whole number between 0 and 100.

DBINT NOT NULL
PenetrationEnabled

Indicates whether or not to use penetration rate to move between query rules within this campaign:

  • Y = Use penetration rate
  • N = Do not use penetration rate
DBCHAR NOT NULL
QueryRuleEnabled

Indicates whether the query rule is enabled or disabled within this campaign:

  • Y = Enabled
  • N = Disabled
DBCHAR NOT NULL
QueryRuleID

The query rule belonging to the campaign identified by the CampaignID. T