All Tables

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 (through MasterScriptID)

Table 1. Indexes for Admin_Script_Schedule_Map Table
index_name	index_description	index_keys
XPKAdmin_Script_Schedule_Map	Primary key	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

Agent_Attribute (through SkillTargetID)
Agent_Desk_Settings (through AgentDeskSettingsID)
Agent_Event_Detail (through SkillTargetID)
Agent_Logout (through SkillTargetID)
Agent_Real_Time (through SkillTargetID)
Agent_State_Trace (through SkillTargetID)
Agent_Team_Member (through SkillTargetID)
Dialer_Detail (through PeripheralNumber)
Peripheral (through PeripheralID)
Person (through PersonID)
Schedule (through ScheduleID)
Skill_Group_Member (through SkillTargetID)
Skill_Target (through SkillTargetID)
Termination_Call_Detail (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps to Agent.SkillTargetID)

Table 3. Indexes for Agent Table
index_name	index_description	index_keys
XPKAgent	Primary key	SkillTargetID
XAK1Agent_Map	Unique key	PeripheralID, PersonID
XAK2Agent	Unique key	PeripheralID, PeripheralNumber
XIE2Agent	Inversion key	AgentDeskSettingsID
XIE3Agent	Inversion key	ScheduleID
XIE4Agent	Inversion key	EnterpriseName
XIE6Agent	Inversion key	DateTimeStamp

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	FK, IE-2 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. In a Unified CCE deployment, this is the value that appears in the Cisco Unified Intelligence Center Agent Report Value List. For custom reporting, you may want to use the agent person LoginName (as is used for Packaged CCE), or agent last name/first name as a friendlier user representation.	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

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.

Related Tables

Agent (through SkillTargetID)
Attribute (through AttributeID)

Table 5. Indexes for Agent_Attribute Table
index_name	index_description	index_keys
XPKAgent_Attribute	Primary key	SkillTargetID, AttributeID
XIE1Agent_Attribute	Inversion key	AttributeID, AttributeValue

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	PK, IE-1 NOT NULL
AttributeValue	Value of this attribute.	varchar(255)	IE-1 NULL
Description	Description	DESCRIPTION	NULL
SkillTargetID	Foreign key to the Agent table, and part of the primary key.	DBINT	PK 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 (through AgentDeskSettingsID)
Peripheral (through AgentDeskSettingsID)

Table 7. Indexes for Agent_Desk_Settings Table
index_name	index_description	index_keys
XPKAgent_Desk_Settings	Primary key	AgentDeskSettingsID
XAK1Agent_Desk_Settings	Unique key	EnterpriseName

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

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 (through PeripheralID)

Table 9. Indexes for Admin_Distribution Table
index_name	index_description	index_keys
XPKAgent_Distribution	Primary key	AgentDistributionID
XAK1Agent_Distribution	Unique key	PeripheralID, DistributorSiteName

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

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 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 (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)

Table 11. Indexes for Agent_Event_Detail Table
index_name	index_description	index_keys
XPKAgent_Event_Detail	Primary key	DateTime, SkillTargetID, MRDomainID, TimeZone
XAK1Agent_Event_Detail	Unique key	RecoveryKey
XIEIAgent_Event_Detail	Inversion key	DbDateTime

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	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 Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.	DBINT	PK NOT NULL

Agent_Interval

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

Table 13. Indexes for Agent_Interval Table
index_name	index_description	index_keys
XPKAgent_Interval	Primary key	DateTime, SkillTargetID, Timezone, MRDomainID
XAK1Agent_Interval	Unique key	Recovery Key
XIE1Agent_Interval	Inversion key	DbDateTime

Table 14. 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	NULL
AvailableInMRDTime	The number of seconds in the reporting interval that this agent was available for this Media Routing Domain. An agent is available, or eligible to be assigned a task in this MRD, if the agent meets all these conditions: The agent is in any state other than Not Ready state for this MRD. The agent is not working on a non-interruptible task in another MRD. Only email tasks are interruptible, meaning that system software can assign agents another task while they are working on an email. Voice calls, and chat sessions cannot be interrupted. The agent has not reached the maximum task limit for this MRD. For voice calls, the task limit is always one task. For email and chat, the maximum task limit is configurable and can be more than one task. The agent is considered eligible to be assigned emails or chat until the maximum task limit is reached for that MRD.	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
Extension	The last extension the agent was logged in to during this interval.	varchar(32)	NULL
LoggedOnTime	Total time, in seconds, the agent was logged in to this Media Routing Domain during the reporting interval.	DBINT	NULL
MRDomainID	Identifies the Media Routing Domain.	DBINT	PK NOT NULL
NotReadyTime	Total time, in seconds, the agent was in the Not Ready state with respect to this Media Routing Domain during the reporting interval. (In the Not Ready state, agents are logged on, but are not involved in any call handling activity, or available to handle a call.)	DBINT	NULL
NonACDLineCallsInCount	Indicates how many non-ACD calls the agent answered on one of the non-ACD lines. Only populated when Multiline feature is enabled.	DBINT	NULL
NonACDLineCallsOutCount	Indicates how many non-ACD calls the agent initiated on one of the non-ACD lines. Only populated when Multiline feature is enabled.	DBINT	NULL
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.	DBINT	NULL
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 the call was answered. Only populated when Multiline feature is enabled. Only applies to Unified CCE.	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
ReportingHalfHour	The value indicates half-hour boundary interval (0 to 47). Two 15-minute interval records have unique half hour boundary values.	DBINT	NULL
ReportingInterval	This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15.	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
RoutableInMRDTime	The number of seconds in the reporting interval that this agent was routable for this MRD.	DBINT	NULL
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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.	DBINT	NULL
RouterQueueCalls	Number of calls queued to the agent by the CallRouter during the reporting interval.	DBINT	NULL
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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.	DBINT	NULL
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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.	DBINT	NULL
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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.	DBINT	NULL
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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.	DBINT	NULL
RouterCallsAnswered	The count of calls that the agent answers in this Skill Group in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.	DBINT	NULL
RouterCallsHandled	The number of calls this agent handles during the reporting interval. This reflects 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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.	DBINT	NULL
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, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.	DBINT	NULL
SkillTargetID	Identifies the agent.	DBINT	PK NOT NULL
TimeZone	The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.	DBINT	PK 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	NULL

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

Agent (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)

Table 15. Indexes for Agent_Logout Table
index_name	index_description	index_keys
XPKAgent_Logout	Primary key	LogoutDateTime, SkillTargetID, TimeZone, MRDomainID
XAK1Agent_Logout	Unique key	RecoveryKey
XIEAgent_Logout	Inversion key	DbDateTime

Table 16. Fields in Agent_Logout Table
Name	Description	Data Type	Keys and NULL Option
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
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
NetworkTargetID	The device target the agent was logged on to. This applies to Unified CCE agents only.	DBINT	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 Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.	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 (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)
Precision_Queue (through PrecisionQueueID)
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Group (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID)

Table 17. Index - Agent_Real_Time Table
index_name	index_description	index_keys
XPKAgent_Real_Time	Primary key	SkillTargetID, MRDomainID

Table 18. 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, Email and Web Manager) 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: Email and Web Manager) will not allow the agent to work on a task unless Unified ICM assigns the task.

For Email and Web Manager, an agent mode never changes. Each agent is always routable.

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

Unique identifier for the target.

Note

This applies for Unified CCE agents only.

DBINT

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/IP 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.

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: Email and Web Manager) 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: Email and Web Manager) 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 Email and Web Manager, an agent mode never changes. Each agent is always routable.

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_Interval

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

Note

For blind conferences in Unified CCE with a Unified CCE 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 a Unified CCE System PG.

Table 19. Indexes for Agent_Skill_Group_Interval Table
index_name	index_description	index_keys
XPKAgent_Skill_Group_Interval	Primary key	DateTime, SkillTargetID, SkillGroupSkillTargetID, PrecisionQueueID, Timezone
XAK1Agent_Skill_Group_Interval	Unique key	RecoveryKey
XIE1Agent_Skill_Group_Interval	Inversion key	DbDateTime

Table 20. 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.

Note

This field does not include the hold time; it is recorded in the AgentOutCallsOnHoldTime field.

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 associated to an agent in this skill group or precision queue answered during the reporting interval. AnswerWaitTime is updated at the time the call is answered, and the database is updated at every reporting interval.

In Unified ICM, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table:

DelayTime
LocalQTime
RingTime

In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table:

DelayTime
RingTime
NetworkSkillGroupQTime

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.

DBINT

NULL

AttributeID7

Attribute 7 associated with the Precision Queue.

DBINT

NULL

AttributeID8

Attribute 8 associated with the Precision Queue.

DBINT

NULL

AttributeID9

Attribute 9 associated with the Precision Queue.

DBINT

NULL

AttributeID10

Attribute 10 associated with the Precision Queue.

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 CCE deployment with a Unified CCE 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

DBINT

NULL

DateTime

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

DBSMALLDATE

NOT 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

IE-1

NULL

EmergencyAssists

The number of emergency assist requests either by the agent or by the supervisor.

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

This field only applies to configured skill groups. The number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call.

HandledCallsTime = HandledCallsTalkTime + HoldTime + (WorkNotReadyTime/WorkReadyTime)

Note

Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time.

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

The number of seconds during which all calls to the agent are in interrupted state during the reporting interval.

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 sum of the following:

HoldTime
TalkInTime
TalkOutTime
TalkOtherTime
AvailTime
NotReadyTime
WorkReadyTime
WorkNotReadyTime
BusyOtherTime
ReservedStateTime
TalkAutoOutTime
TalkPreviewTime
TalkReservedTime
InterruptedTime

Note

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

DBINT

NULL

MonitorCalls

The number of calls that the supervisor silently monitored.

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

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

AK-1

NOT NULL

ReportingHalfHour

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

DBINT

NULL

ReportingInterval

Contains the Reporting interval, in minutes, for Historical reporting. Valid values are 15 and 30 (default).

DBINT

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

For Outbound Option, the number of reservation calls received by an agent in this skill group during the reporting interval.

DBINT

NULL

ReserveCallsTime

For Outbound Option, the time during the reporting interval that an outbound agent in this skill group spent on reservation calls waiting for the Campaign customer call to be delivered. This includes preview time for Preview, Direct Preview, and Personal Callback calls.

DBINT

NULL

ReserveCallsTalkTime

For Outbound Option, the talk time for an agent in this skill group on reservation calls during the reporting interval. This is calculated using Call State.

DBINT

NULL

ReserveCallsOnHold

For Outbound Option, the number of reservation calls for an agent in this skill group placed on hold during the reporting interval.

DBINT

NULL

ReserveCallsOnHoldTime

For Outbound Option, the time that reservation calls for an agent in this skill group are 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

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

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT

NOT NULL

SkillTargetID

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

DBINT

NOT NULL

SupervAssistCallsTime

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

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 Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

NOT 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 (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Table 21. Indexes for Agent_Skill_Group_Logout Table
index_name	index_description	index_keys
XPKAgent_Skill_Group_Logout	Primary key	LogoutDateTime, SkillTargetID, SkillGroupSkillTargetID, TimeZone
XAK1Agent_Skill_Group_Logout	Unique key	RecoveryKey
XIE1Agent_Skill_Group_Logout	Inversion key	DbDateTime

Table 22. Fields in Agent_Skill_Group_Logout Table
Name	Description	Data Type	Keys and NULL Option
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
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 Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.	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 (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)
Precision_Queue (through PrecisionQueueID)

Table 23. Index for Agent_Skill_Group_Real_Time Table
index_name	index_description	index_keys
XPKAgent_Skill_Group_Real_Time	Primary key	SkillTargetID, SkillGroupSkillTargetID

Table 24. Fields in Agent_Skill_Group_Real_Time Table

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

AttributeID6

AttributeID6 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID7

AttributeID7 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID8

AttributeID8 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID9

AttributeID9 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID10

AttributeID10 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

(Listed in database view as AttributeID6)

AttributeID6 of the agent associated with the Precision Queue.

DBINT

NULL

FutureUseInt2

(Listed in database view as AttributeID7)

AttributeID7 of the agent associated with the Precision Queue.

DBINT

NULL

FutureUseInt3

(Listed in database view as AttributeID8)

AttributeID8 of the agent associated with the Precision Queue.

DBINT

NULL

FutureUseInt4

(Listed in database view as AttributeID9)

AttributeID9 of the agent associated with the Precision Queue.

DBINT

NULL

FutureUseInt5

(Listed in database view as AttributeID10)

AttributeID10 of the agent associated with the Precision Queue.

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 (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)

Table 25. Indexes for Agent_State_Trace Table
index_name	index_description	index_keys
XPKAgent_State_Trace	Primary key	DateTime, SkillTargetID, TimeZone, MRDomainID
XAK1Agent_State_Trace	Unique key	RecoveryKey
XIE1Agent_State_Trace	Inversion key	DbDateTime

Table 26. 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	NULL
DateTime	The date and time at which the state change 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
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	This field is not set for calls. For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change.	DBINT	NULL
RouterCallKeyDay	This field is not set for calls. For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change.	DBINT	NULL
RouterCallKeySequenceNumber	This field is not set for calls. For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change.	DBINT	NULL
SkillTargetID	Identifies the agent.	DBINT	PK, FK NOT NULL
TimeZone	The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.	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 (through AgentTargetingRuleID)
Agent_Targeting_Rule_Range (through AgentTargetingRuleID)
Peripheral (through EnterpriseName)

Table 27. Indexes for Agent_Targeting_Rule Table
index_name	index_description	index_keys
XPKAgent_Targeting_Rule	Primary key	AgentTargetingRuleID
XAK1Agent_Targeting_Rule	Unique key	EnterpriseName

Table 28. 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
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	Use to note information about the Agent Targeting Rule.	DESCRIPTION	NOT NULL
EnterpriseName	A logical name you enter to assist you in identifying the Agent Targeting Rule.	VNAME32	AK-1 NOT NULL
Expression	Expression string for use if needed by an Agent Targeting Rule. Applicable for type 2 Agent Targeting Rules only.	VARCHAR	NOT 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. NOT NULL (Required) for Agent Targeting Rule type 3.

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 (through AgentTargetingRuleID)
Routing_Client (through RoutingClientID)

Table 29. Indexes for Agent_Targeting_Rule_Member
index_name	index_description	index_keys
XPKAgent_Targeting_Rule_Member	Primary key	AgentTargetingRuleID, RoutingClientID

Table 30. 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 (through AgentTargetingRuleID)

Table 31. Indexes for Agent_Targeting_Rule_Range
index_name	index_description	index_keys
XPKAgent_Targeting_Rule_Range	Primary key	AgentTargetingRuleRangeID, AgentTargetingRuleID

Table 32. Fields in Agent_Targeting_Rule_Range
Name	Description	Data Type	Keys and NULL Option
AgentTargetingRuleID	The ID for a specific Agent Targeting Rule.	DBINT	PK NOT NULL
AgentTargetingRuleRangeID	The ID for an extension range associated with a specific Agent Targeting Rule.	DBINT	PK NOT NULL
HighExtension	Defines the high extension to which the Agent Targeting Rule applies.	VARCHAR	NULL
LowExtension	Defines the low 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 (through PriSupervisorSkillTargetID)
Agent_Team_Member (through AgentTeamID)

Table 33. Indexes for Admin_Script_Schedule_Map Table
index_name	index_description	index_keys
XPKAgent_Team	Primary key	AgentTeamID
XAK1Agent_Team	Unique key	EnterpriseName
XIF112Agent_Team	Inversion key	PriSupervisorSkillTargetID

Table 34. 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, FK 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	IE-1, FK 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 (through SkillTargetID)
Agent_Team (through AgentTeamID)

Table 35. Indexes for Agent_Team_Member Table
index_name	index_description	index_keys
XPKAgent_Team_Member	Primary key	AgentTeamID, SkillTargetID
XAK1Agent_Team_Member	Unique key	SkillTargetID
XIE1Agent_Team_Member	Inversion key	AgentTeamID

Table 36. 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 37. Indexes for Agent_Team_Supervisor Table
index_name	index_description	index_keys
XPKAgent_Team_Supervisor	Primary key	AgentTeamID, SupervisorSkillTargetID

Table 38. 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 (through NetworkTargetID)

Table 39. Indexes for Announcement Table
index_name	index_description	index_keys
XPKAnnouncement	Primary key	NetworkTargetID
XAK1Announcement	Unique key	EnterpriseName

Table 40. 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 41. Indexes for Application_Event Table
index_name	index_description	index_keys
XPKApplication_Event	Primary key	RecoveryKey
XIE1Application_Event	Inversion key	CentralControllerFileTime
XIE2Application_Event	Inversion key	MessageId

Table 42. 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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1)

Results

Chapter: All Tables

All Tables

Admin_Script_Schedule_Map

Related tables

Agent

Related Tables

Agent_Attribute

Related Tables

Agent_Desk_Settings

Related tables

Agent_Distribution

Related tables

Agent_Event_Detail

Related tables

Agent_Interval

Agent_Logout

Related Tables

Agent_Real_Time

Related tables

Agent_Skill_Group_Interval

Agent_Skill_Group_Logout

Related tables

Agent_Skill_Group_Real_Time

Related tables

Agent_State_Trace

Related tables

Agent_Targeting_Rule

Related tables

Agent_Targeting_Rule_Member

Related tables

Agent_Targeting_Rule_Range

Related tables

Agent_Team

Related Tables

Agent_Team_Member

Related Tables

Agent_Team_Supervisor

Announcement

Related Tables

Application_Event