Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-52
I_ACDOTHERTIME
The amount of time during the collection
interval that the agent spent in the
OTHER state (dialing an outgoing call,
with a ringing personal call [Generic 3
switches], or with calls on hold and with
no other state selected) with at least one
split/skill or direct agent ACD 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
I_ACDTIME The amount of time during the collection
interval that the agent was talking on
ACD calls for SPLIT or the time ACD calls
spent on hold. I_ACDTIME includes time
spent on O_ACDCALLS, but does not
include HOLDTIME (except for Generic
2.1 switches).
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_ACWINTIME The amount of time during the collection
interval that the agent was in ACW and
on inbound extension calls.
I_ACWINTIME includes ACW for
split/skill ACD calls and ACW not
associated with a call, but does not
include the time inbound ACW calls spent
on hold (except for Generic 2.1 switches).
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_ACWOUTTIME The amount of time during the collection
interval that the agent was in ACW and
on outbound extension calls.
I_ACWOUTTIME includes ACW for
split/skill ACD calls and ACW not
associated with a call, but does not
include the time ACWOUT calls spent on
hold (except for Generic 2.1 switches).
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length