Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-44
ACWOUTOFFTIME
The amount of talk time of all
ACWOUTOFFCALLS (does not include
time on hold). ACWOUTTIME includes
ACWOUTOFFTIME.
Available for external calls on Generic 2.2
and Generic 3 switches.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
ACWOUTTIME The amount of talk time of all
ACWOUTCALLS.
ACWOUTTIME does not include
HOLDTIME (except for Generic 2.1
switches).
ACWOUTTIME includes time spent on
calls made while in ACW that was not
associated with an ACD call and on
ACWOUTADJCALLS and on
ACWOUTOFFCALLS.
For Generic 2.2 and generic 3 switches,
ACWOUTTIME does not include time
ACWOUTCALLS spent on hold. It does
include time spent on calls made while in
ACW not associated with an ACD call.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
ACWTIME The duration of all after call work
associated with ACDCALLS, including
ACWINTIME and ACWOUTCALLS
received/made during call-associated
ACW.
NOTE: ACWTIME does not include the
time spent in ACW not associated with an
ACD call (that is, the agent pressed the
ACW button while not on an ACD call).
However, both ACWINTIME and
ACWOUTTIME do include time spent on
calls made or received while in ACW not
associated with an ACD call. Therefore,
the sum of ACWINTIME and
ACWOUTIME may be greater than
ACWTIME.
ACWTIME includes ACWINTIME,
ACWOUTTIME, DA_ACWTIME, and
O_ACWTIME.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
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