Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-54
I_AUXOUTTIME
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 on hold
and on outbound extension calls. In the
cases where the agent was in AUX work,
AVAILABLE or had an AUXIN/AUXOUT
call on hold, the AUXOUT time and calls
are recorded for the SPLIT that is the
OLDEST_LOGON. In cases where the
agent had an ACD call on hold, SPLIT is
the split or skill associated with the last
ACD call put on hold. I_AUXOUTTIME
includes I_ACDAUX_OUTTIME, but
does not include time calls spent on hold
(except for Generic 2.1 switches).
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_AUXTIME The amount of time the agent spent in
AUX work in SPLIT. When an agent is in
AUX work in multiple splits/skills, this time
is recorded in each split or skill in which
the agent is in AUX. I_AUXTIME includes
I_AUXINTIME and I_AUXOUTTIME.
C integer 4 bytes
I_AVAILTIME The amount of time during the collection
interval that the agent was available for
ACD calls in this split/skill.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_DA_ACDTIME The amount of time during the collection
interval that the agent spent talking on
direct agent calls. Does not include
HOLDTIME. Requires a Generic 3 switch
with the ASAI or EAS feature for direct
agent calling.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
I_DA_ACWTIME The amount of time during the collection
interval that the agent was doing after call
work associated with direct agent ACD
calls. Requires a Generic 3 switch with
the ASAI or EAS feature for direct agent
calling.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
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