/mcpKeys and NULL Option Data Type Description Name YES DBINT Average talk time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTalkTime / CallHandled. AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is counted when any after-call work associated with the call is completed, and the database is updated every reporting. Note In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data. AvgHandledCallsTalkTime YES DBINT The sum of the answer wait times of all calls associated to an agent in this skill group or precision queue answered during the reporting interval. AnswerWaitTime is updated at the time the call is answered, and the database is updated at every reporting interval. In Unified ICM, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table: • DelayTime • LocalQTime • RingTime In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table: • DelayTime • RingTime • NetworkSkillGroupQTime AnswerWaitTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 502 All Tables Skill_Group_Interval