/mcpKeys and NULL Option Data Type Description Name YES DBINT The number of calls routed to a skill group or queued for a skill group in the reporting interval. Includes the following categories of calls: 1. Calls that are answered within the ServiceLevel threshold. 2. Calls that are abandoned within the ServiceLevel threshold. 3. Calls that are redirected within the ServiceLevel threshold. (This is consistent with Call Type ServiceLevel). 4. Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the RouterError field to exclude all the erroneous calls and ServiceLevelError field to exclude erroneous calls before threshold. Note This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsOffered NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone YES DBINT Number of seconds agents associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the reporting interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. TalkInTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 524 All Tables Skill_Group_Interval