/mcpKeys and NULL Option Data Type Description Name YES DBINT The total time spent by calls of this call type associated with this skill group that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls. Note This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTime and DelayAgentAbandTime from CallDelayAbandTime. CallDelayAbandTime YES DBINT The total number of calls of this call type associated with this skill group that was answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. Note With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued. CallsAnswered YES DBINT The total number of calls of this call type associated with this skill group that was handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. CallsHandled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 133 All Tables Call_Type_SG_Interval