/mcpKeys and NULL Option Data Type Description Name YES DBINT The sum of AnswerWaitTime in seconds for all calls answered for the service during the last reporting interval. AnswerWaitTime is the elapsed time from when the call is offered at the peripheral, to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the call. For multimedia, the sum of the answer wait times of all tasks associated with this service that began in this reporting interval. AnswerWaitTime 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 agent answering the call to 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. AvgTalkTime YES DBINT Number of calls that were blind transferred out by agents in this service during the reporting interval. BlindTransfersOut YES DBINT The number of calls handled for the service during the reporting interval. For multimedia, the number of tasks associated with this service that were ended in this reporting interval. Valid for Unified CCE. CallsAnswered YES DBINT Number of outbound calls placed by agents for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. CallsOut YES DBINT Number of calls handled by the service but not otherwise accounted for during the reporting interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. CallsTerminatedOther YES DBINT Number of incoming calls plus internal calls offered to the service during the reporting interval. Valid for Unified CCE. CallsOffered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 465 All Tables Service_Interval