/mcpKeys and NULL Option Data Type Description Name IE3, NULL DBINT 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. Note This field is the Call Type Reporting Interval. It is not the PG reporting Interval with which the skill group is associated. ReportingInterval NULL DBINT The time in seconds to be used as the service level threshold. ServiceLevelThreshold NULL DBSMALLINT 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. ServiceLevelType FK,NULL DBINT Reserved for future use SurveyID Call_Type_Interval This section describes the Call Type Interval table. • In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a 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 and supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, needs 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. 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 queueing to an agent, the routing script must change the call type of the call when self-service is completed. Otherwise, the time spent in self-service negatively impacts the Service Level. • In the Call Type Interval table, the Hold time is calculated based on the call event. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 114 All Tables Call_Type_Interval