/mcpKeys and NULL Option Data Type Description Name YES DBINT How long an agent is in Reserved state. This is counted using Agent State. ReservedStateTime YES DBINT The number of calls routed or queued for the Skill Group in the reporting interval. The CallRouter sets this field. This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables. Note: RouterCallsOffered = RouterCallsAbandToAgent + CallsHandled + RouterCallsDequeued + RedirectNoAnsCalls + RouterError + ReserveCalls + RouterCallsAbandQ
CallType short calls, which are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.) 2. Calls that are cancelled bis Cancel Queue node and re-queued to the same Skill Group. 3. Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group. Note For precision queue skill groups, this value increments when a call is sent to a peripheral. RouterCallsOffered YES DBINT In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. The CallRouter sets this field. Note For precision queue skill groups, this value counts the number of calls abandoned after the calls are routed to an agent desktop and before the calls are answered. RouterCallsAbandToAgent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 518 All Tables Skill_Group_Interval