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Keys and NULL Option Data Type Description Name YES DBINT Number of seconds that AutoOut (predictive) calls were placed on hold by this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid forUnified CCE. AutoOutCallsOnHoldTime YES DBINT Average delay in the queue for calls to the service during the reporting interval: DelayQTime / CallsQ. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. AvgDelayQ YES DBINT Average delay time of calls to the service abandoned in queue during the reporting interval. This value is calculated as follows: DelayQAbandTime / CallsAbandQ Not valid forUnified CCE. Not valid for non-voice tasks. Set to zero by OPC. Note When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. AvgDelayQAband YES DBINT The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the angent answering the call to the time the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE. AvgHandleTime YES DBINT The average answer wait time that all calls offered to the service waited before being answered. This value is calculated as follows: AnswerWaitTime / CallsAnswered Valid for Unified CCE. AvgSpeedAnswer Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 464 All Tables Service_Interval