Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Exceptions Historical Database Items 3-156
Exceptions Historical Database Items 3
Overview 3
In the tables in this section, the database item EXTYPE lists numerical
values associated with exception types. The database item REASON in
the Database Collection Exceptions Database Items table lists numerical
values associated with exception types.
CentreVu CMS stores exception
types using the numerical values, then translates the numbers into the
text you see in standard exception reports.
To select specific exception types for a custom report, you must enter the
numerical value(s) in the
Select rows where:
statement.
Agent
Exceptions
Database Items
3
The following table describes the historical Agent Exceptions database
items. They apply to the Agent Exceptions (
agex
) table.
Database
Item
Description
Column
Type
Length
ACD The ACD number for which data was collected. smallint 2 bytes
EXTYPE The type of exception that occurred:
Numerical
Value Type
1 Time Available
2 Time on inbound ACD call (min)
3 Time on inbound ACD call (max)
4 Time in after call work
5 Time on outbound ACW call
6 Time on inbound ACW call
7 Time in AUX work
8 Time on outbound AUX call
9 Time on inbound AUX call
10 Number of outbound ACW calls/agent
11 Number of inbound ACW calls/agent
12 Number of outbound AUX calls/agent
13 Number of inbound AUX calls/agent
14 Login identification
15 Time ACD call spent on hold*
smallint 2 bytes