Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Trace Database Items 3-126
Agent Trace Database Items 3
Overview 3
The Agent Trace database item descriptions are historical items that
apply specifically to the Agent Trace (
ag_actv
) table. The indexes are
ACD, LOGID, and ROW_DATE.
Agent Trace
Database Items
3
The following table describes the data items in the CMS Agent Trace
database table.
Database Item Description
Column
Type
Length
ACD (index) The ACD number for which data was collected. smallint 2 bytes
AGT_RELEASED The agent who released or dropped the split/skill or
direct agent ACD call. This is always true for ACD
calls the agent transferred or conferenced.
Available on Generic 3 and newer switches.
char(1) 1 byte
ASCII
text
string
ASSIST_ACTV The agent requested supervisor assistance
(pressed the ASSIST button).
char(1) 1 byte
ASCII
text
string
AUXREASON The reason code associated with the agent’s state.
This is blank if the agent is not in the AUX state.
For agents in AUX on switch releases that are
earlier than the ECS or that do not have EAS and
reason codes active, this will be 0 (zero).
smallint 2 bytes
CALLER_HOLD The agent put the current call on hold.
For Generic 2.1 switches, CALLER_HOLD applies
to split ACD calls.
For Generic 2.2 and Generic 3 switches,
CALLER_HOLD applies to all calls the agent put
on hold.
char(1) 1 byte
ASCII
text
string
CALLING_II The Information Indicator (II) digits associated with
the call. These digits supply information about the
originator location; for example, pay phone,
hospital, or prison.
Available on the ECS and newer switches.
char(2) 2 byte
ASCII
text
string