McDewey

Real-Time and Historical Data Unified ICM and Unified CCE software maintains real-time and historical status information about certain objects in the system such as service, skill groups, routes, and scripts. For example, the Route Real Time table contains real-time information about each route. The Route Five Minute and Route Half Hour tables contain historical information about each route. The Route Real Time table contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route Half Hour table contains many rows for each route--Unified ICM and Unified CCE software adds an additional row for each route every half hour. (It has a one-to-many relationship with the Route table.) The Half Hour database tables available in the database are not populated because these tables are not supported. These tables are replaced by the Interval database tables. Note The system software updates the real-time tables in the database every ten seconds. Real-time information includes information about what is happening right now (for example, CallsQNow and ExpectedDelay). It also includes summary information about what has happened during the last five minutes (for example, CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalf and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday). Unified ICM and Unified CCE software generates historical information on five- and 30-minute intervals, with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a new row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCE software adds a new row for each Route to the Route Half Hour table every 30 minutes. Some of the information for the historical tables is derived from accumulation fields in the real-time tables. For example, at the end of each five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied to the CallsOfferedTo5 field of the Route Five Minute table. Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time at the start of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m. contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the end of the interval. For example, the CallsQNow field of the Service Five Minute table contains the number of calls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of 10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00 a.m., look at the Service Five Minute record for 9:55 a.m. Call Detail Data Each time Unified ICM and Unified CCE software processes a routing request, it generates a Route Call Detail row that contains information about the request and routing decision it made. Each row includes the day on which the request was handled and a key value generated by Unified ICM and Unified CCE software that is unique among all requests handled that day. These two values together comprise a unique identifier for the call. When Unified ICM and Unified CCE software receives information that a call is completely done (that is, for example, it has been routed to a peripheral, handled by an agent, and disconnected), then a row about the call is written to the Termination Call Detail table. The Termination Call Detail row indicates the agent, skill group, and service that handled the call. It also contains information such as how long the caller was on hold, and whether the call was transferred to another agent after the initial routing. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 6 Introduction Real-Time and Historical Data