/mcpKeys and NULL Option Data Type Description Name NULL DBINT Average handle time in seconds for calls to the service during the rolling five-minute interval. The value is calculated as follows: HandleTimeTo5 / CallsHandledTo5 HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call has completed. AvgHandleTimeTo5 NULL DBINT Average answer wait time for all calls offered to the service during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5. AvgSpeedAnswerTo5 NULL DBINT Average talk time in seconds for calls to the service ending during the rolling five-minute interval. The value is calculated as follows: TalkTimeTo5 / CallsHandledTo5 Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed. AvgTalkTimeTo5 NULL DBINT Number of calls to the service abandoned while in queue or ringing during the current half-hour interval. CallsAbandQHalf NULL DBINT Number of calls to the service abandoned while in queue or ringing during the rolling five-minute interval. CallsAbandQTo5 NULL DBINT Number of calls to the service abandoned while in queue or ringing since midnight. CallsAbandQToday NULL DBINT Number of calls to the service answered by agents during the current half-hour interval. CallsAnsweredHalf NULL DBINT Number of calls to the service answered by agents during the rolling five-minute interval. CallsAnsweredTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 479 All Tables Service_Real_Time