Cisco Systems ICM Software Version 4.5 Agent_Skill_Group_Real_Time. Stores real-time data on the, Agent_Skill_Group_Half_Hour. Stores historical data on the time, Skill_Group_Real_Time. Tracks the number of agents for a skill, Skill_Group_Five_Minute. Tracks the number of agents for the, Skill_Group_Half_Hour. Stores historical data on the time agents

Agent States and Time Allocations 133

7. Available Data

The following ICR database tables store agent state and time allocation

data:

 Agent_Skill_Group_Real_Time. Stores real-time data on the

current state of each agent in a skill group. For example, the

AgentState field provides the current state of the agent: Logged Off,

Logged On, Ready, Not Ready, Work Not Ready, Work Ready,

Talking In, Talking Out, Talking Other, Conference.

 Agent_Skill_Group_Half_Hour. Stores historical data on the time

agents spent in any of the call handling states. For example, the

TalkInTimeToHalf field records the number of seconds that each

agent in the skill group spent talking on inbound ACD calls during

the half-hour interval (that is, the time the agent spent in the Talking

In state). This table also provides other data such as

AbandonHoldCallsToHalf, which details the number of ACD calls

that were abandoned while being held at an agent’s position.

 Skill_Group_Real_Time. Tracks the number of agents for a skill

group currently in any of several call handling states. For example,

BusyOther provides the number of agents for the skill group who are

currently busy on calls assigned to other skill groups. This table also

provides current agent time allocations for the skill group as a

whole. For example, NotReadyTimeTo5 records the total seconds

that agents in the skill group have been in the Not Ready state for

the current five-minute interval.

 Skill_Group_Five_Minute. Tracks the number of agents for the

skill group and their call handling states at the end of each five-

minute interval. For example, TalkingIn provides the number of

agents in the skill group talking on inbound calls at the end of the

five-minute interval. The Skill_Group_Five_Minute table also tracks

time allocations for the current five-minute interval. For example,

WorkNotReadyTimeTo5 provides the number of seconds agents in

the skill group were in the Work Not Ready state for the five-minute

interval.

 Skill_Group_Half_Hour. Stores historical data on the time agents

for the skill group spent in any of several call handling states. For

example, TalkingInTimeToHalf provides the number of seconds

agents in the skill group spent talking on inbound calls during the

half-hour interval. This table also provides other call counts such as

InternalCallsToHalf, which is the number of internal calls to the

skill group during the half-hour interval.