/mcpKeys and NULL Option Data Type Description Name NULL DBFLT4 Service Level for the skill group in rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered
Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued) 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevelTo5 NULL DBINT The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered. This field is applicable to the Unified CCE environment only. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONATo5 PK, FK NOT NULL DBINT Foreign key from the Skill Group table. The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member. SkillTargetID NULL DBINT Number of seconds agents in the skill group spent talking on AutoOut (predictive) calls during the rolling five-minute interval. TalkAutoOutTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 540 All Tables Skill_Group_Real_Time