McDewey

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that are routed to a skill group or queued for a the skill group in the rolling five-minute interval Includes these categories of calls • Calls that are answered within the ServiceLevel threshold • Calls that are abandoned within the ServiceLevel threshold • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel) • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note Calls that end in error state within SL threshold are not counted as ServiceLevelCallsOffered. Note This field is applicable to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsOfferedTo5 NULL DBINT The number of calls that are answered by the skill group within the Service Level threshold in the rolling five-minute interval. Note This field is applicable to the Unified CCE environment only. ServiceLevelCallsTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 539 All Tables Skill_Group_Real_Time