/mcpKeys and NULL Option Data Type Description Name YES DBINT The total handle time in seconds for handled calls of this call type associated with this skill group ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. HandleTime YES DBINT The total hold time in seconds for calls of this call type associated with this skill group ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. HoldTime YES DBINT During the reporting interval, the number of IncompleteCalls; which are calls associated with this skill group that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7 in TCD. Network issues (congestion, glitches, and so on). This can occur under several conditions: 1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it. 2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the desk phone. 3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed. 4. A caller disconnects in route to the agent. Note As IP transfers are so quick, this is an unlikely condition. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. IncompleteCalls YES DBINT The max hold time in seconds for calls of the call type associated with the skill group during the reporting interval MaxHoldTime NULL DBINT The maximum number of calls in queue for this call type during this interval. MaxCallsQueued Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 136 All Tables Call_Type_SG_Interval