/mcpKeys and NULL Option Data Type Description Name NULL 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 NULL DBINT Total number of seconds an agent spent in a hold state. This occurs when the agent placed a call on hold. Note If the agent has two calls, one on hold and the other call in a talking state, the agent state is considered as talking. HoldTime NULL DBINT Total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. IncomingCallsOnHoldTime NULL DBINT The total number of inbound ACD calls that an agent associated with this skill group placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. IncomingCallsOnHold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 56 All Tables Agent_Skill_Group_Interval