Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-53
I_ACWTIME
The amount of time during the collection
interval that the agent was in ACW. This
includes ACW for split/skill ACD calls and
ACW not associated with a call.
NOTE: I_ACWINTIME and
I_ACWOUTTIME include time in ACW for
direct agent calls, but I_ACWTIME does
not include this time. Therefore, the sum
of I_ACWINTIME and I_ACWOUTTIME
may be greater than I_ACWTIME.
I_ACWTIME includes I_ACWINTIME and
I_ACWOUTTIME.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_AUXINTIME The amount of time during the collection
interval that the agent was in AUX work,
AVAILABLE; or, for Generic 2.2 and
Generic 3 switches, including time when
an ACD or AUXIN/AUXOUT call is on
hold and on inbound extension calls and
SPLIT was the OLDEST_LOGON.
I_AUXINTIME includes
I_ACDAUXINTIME but does not include
time calls spent on hold except for
Generic 2.1 switches, which include time
spent on hold unless the agent makes an
outgoing call with an AUXIN call on hold.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length