/mcpKeys and NULL Option Data Type Description Name YES DBINT Number of callback messages processed by the skill group during the reporting interval. CallbackMessages YES DBINT Number of seconds the skill group spent processing callback messages during the reporting interval. CallbackMessagesTime YES DBINT The number of inbound ACD calls answered and wrap-up completed by agents associated with this skill group during the reporting interval. This field is applicable for Unified ICM and Unified CCE. A handled call is: 1. An incoming ACD call that was answered by an agent, and then completed. 2. A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. CallsHandled YES DBINT Number of routed calls answered by agents associated with this skill group during the given interval. CallsAnswered is incremented in the interval where the call is answered, as opposed to CallsHandled which is incremented in the interval where the call ends. CallsAnswered NULL DBINT The number of external consult calls the agents in this skill group completed during this interval. ConsultOutCalls NULL DBINT Time the agents in this skill group spent on consult external calls. It includes talk, hold, and wrap time. Time is counted when the call ends. This time ConsultOutCallsTime YES DBINT The number of consultative calls agents associated with the skill group that ended in this reporting. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. ConsultativeCalls YES DBINT The number of seconds agents associated with this skill group spent handling a consultative call. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. ConsultativeCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 506 All Tables Skill_Group_Interval