Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Call Work Codes Database Items 3-119
Call Work Codes Database Items 3
Overview 3
Call work codes are only available with Generic 3 and Generic 2.2 ECS.
The Call Work Codes database item descriptions apply to historical
items.
The Data Type column refers to Cumulative (C), Administrative (A),
Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or
Maximum Value (M) data. Cumulative, Administrative, Row Identifier,
Busy Hour, and Maximum Value items apply to both the current and
previous interval real-time tables. Special Table items are historical, and
apply only to the table in which they are stored.
Historical call work codes database items apply to the Intrahour Call
Work Codes (
hcwc
), Daily Call Work Codes (
dcwc
), Weekly Call Work
Codes (
wcwc
), and Monthly Call Work Codes (
mcwc
) tables. All items
listed in the following Call Work Codes Database Items table are included
in all four tables, unless otherwise noted in the Column Type column. Any
differences in the data format between the four call work codes tables are
also noted in the Column Type column. The indexes are ACD,
ROW_DATE and CWC.
Call Work Codes
Database Items
3
The following table describes the data items in the CMS Call Work Codes
database table.
NOTE:
Database Item
Description
Data
Type
Column
Type
Length
ACD
(index)
The ACD number for which data was
collected.
I smallint 2 bytes
ACDCALLS The number of times this call work code was
entered while an agent was on a split/skill or
direct agent ACD call or in call-related ACW.
C integer;
smallint
in hcwc
table
4 bytes;
2 bytes
in hcwc
table