/mcpKeys and NULL Option Data Type Description Name PK4, NOT NULL DBINT 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. TimeZone YES DBINT The total talk time in seconds for calls of this call type associated with this skill group that were handled during 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. TalkTime Call_Type_Real_Time This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Local database only. • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, 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 the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level. • In a Cisco Contact Center Gateway deployment, when the Unified ICM (parent) is connected with a Unified CCE, or a Unified CCE System PG (child), or a Cisco Unified Contact Center Express (child) through the Unified CCE Gateway PG, the network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager would need to look at the parent Unified ICM reports for network queuing data. Note Provides real-time statistics for each call type defined in the software. The software generates a Call_Type_Real_Time record for each call type. Related Tables Call_Type, on page 112 (via CallTypeID) Master_Script, on page 302 (via MasterScriptID) Script, on page 441 (via ScriptID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 142 All Tables Call_Type_Real_Time