/mcpKeys and NULL Option Data Type Description Name YES DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime YES DBINT The number of emergency assist requests either by the agent or by the supervisor. This field is applicable for Unified CCE only. EmergencyAssists YES DBINT Number of seconds where all calls to an agent are on hold during the reporting interval. HoldTime is counted only while the agent is doing no other call-related activity. HoldTime is included in the calculation of LoggedOnTime. HoldTime YES DBINT The number of seconds that agents spent in TalkTime for calls associated with this skill group that ended in this reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option. HandledCallsTalkTime YES DBINT This field only applies to configured skill groups. The number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call. HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime/WorkReadyTime) The value in this field for the incoming routed calls includes: 1. Talk time 2. IncomingCallsOnHoldTime 3. Work Ready and Work Not Ready time Note Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time. Note This field is applicable for Unified ICM, Unified CCE, and Outbound Option. HandledCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 508 All Tables Skill_Group_Interval