Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-60
TI_AUXTIME1-9
The amount of time the agent spent in
AUX with reason codes 1-9. “TI_” time is
only stored for the skill logged in to the
longest. “TI_” time needs to be summed
across the skills the agents may log in to,
in case the login order changes during
the collection interval.
Requires an ECS with the EAS feature.
C integer 4 bytes
TI_AVAILTIME The amount of time during the collection
interval that the agent was in the
available state for split/skill or direct agent
ACD calls in any split/skill. TI_AVAILTIME
is recorded for the split/skill that was the
OLDEST_LOGON.
For a non-EAS operation, if an agent
logged into multiple splits and is in AUX
mode in one split and is available for ACD
calls in another split, the agent will accrue
I_AVAILTIME for the split in which the
agent is available and TI_AVAILTIME in
the split logged into the longest.
NOTE: “TI_” time is only stored for the
split/skill the agent has been logged into
the longest. “TI_” time needs to be
summed across the splits/skills the
agents may log in to, in case the logon
order changes during the collection
interval.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length