Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
VDN Database Items 3-102
ABNRINGCALLS
The number of split/skill and direct agent
ABNCALLS that were abandoned by the
caller while ringing at an agent position.
Available on Generic 2 and Generic 3
switches and on the ECS.
C integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
ABNTIME The amount of time caller waited while vector
steps were executed, the call was queued,
and ringing before abandoning.
For phantom-abandon calls, ABNTIME is the
total time from entering the VDN until the
agent released the call.
C integer 4 bytes
ACCEPTABLE The number of ACDCALLS and
CONNECTCALLS that were answered
within the acceptable service level
(SERVICELEVEL) as defined on the ACD
Administration: VDN Call Profile Setup
window.
C integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
ACD
(index)
The ACD number for which data was
collected.
I smallint 2 bytes
ACDCALLS The number of split/skill and direct agent
ACD calls that were answered by an agent
from “queue to main,” “check backup,”
“messaging split/skill,” “route to” split/skill or
direct agent, and “adjunct routing” to a
split/skill or direct agent.
ACDCALLS includes ACDCALLS1-10,
ACCEPTABLE, ANSCONNCALLS1-10,
BACKUPCALLS, and TRANSFERRED.
C integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
ACDTIME The amount of talk time of all ACDCALLS,
not including HOLDTIME.
ACDTIME includes SKILLTIME1,
SKILLTIME2, and SKILLTIME3.
C integer 4 bytes
ACWTIME The amount of time that agents spent in
ACW associated with ACDCALLS.
ACWTIME includes SKILLACWTIME1-3.
C integer 4 bytes
Database Item Description
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