Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-51
HOLDCALLS
The number of calls that were placed on
hold at least once. HOLDCALLS includes
HOLDABNCALLS.
For Generic 2.1 switches, HOLDCALLS
applies to split ACD calls held.
For Generic 3 and Generic 2.2 switches,
HOLDCALLS applies to all calls the
agent put on hold.
Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent
calling.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)
HOLDTIME The amount of time spent by callers on
hold.
For Generic 2.1 switches, HOLDTIME
applies to split ACD calls held.
For Generic 3 and Generic 2.2 switches,
HOLDTIME applies to all calls the agent
put on hold.
HOLDTIME includes HOLDACDTIME.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_ACDAUXINTIME The amount of time during the collection
interval that the agent spent talking on
AUXIN calls with at least one split/skill or
direct agent ACD call on hold. For agents
in multiple splits/skills, this time is
recorded in the record in which SPLIT is
OLDEST_LOGON.
Available on Generic 2.2 and Generic 3
switches.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_ACDAUX_OUTTIME The amount of time during the collection
interval that the agent spent dialing
(Generic 2.2) and talking on AUXOUT
calls with at least one split/skill or direct
agent ACD call for this split/skill with the
call on hold.
Available on Generic 2.2 and Generic 3
switches.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length