Instruction manual
CentreVu
CMS Open Database Connectivity
GL-10
Data Collection Off
CMS is not collecting ACD data. Data already collected will not be lost
when turning data collection off.
Data Collection On CMS is collecting ACD data.
Data Points Dates of historical data used in Forecasting. A data point should include
data for each interval of the working day.
Database A group of files that store ACD data according to a specific time frame:
current and previous intrahour real-time data and intrahour, daily, weekly,
and monthly historical data.
Database Item A name for a specific type of data stored in one of the CMS databases. A
database item may store ACD identifiers (split numbers or names, login
IDs, VDNs, and so on) or statistical data on ACD performance (number of
ACD calls, wait time for calls in queue, current states of individual agents
and so on).
Database Management
System (DBMS)
The software that manages access to structured data. For example, the
Microsoft
SQL Server is a database management system. Database
management system can also be used generally to include PC database
products such as
Microsoft
Access, as well as any other software that
can provide data access services.
Database Tables CMS uses these tables to collect, store, and retrieve ACD data. Standard
CMS items (database items) are names of columns in the CMS database
tables.
Date Format The standard format for entering dates on CMS reports. Acceptable
formats are:
l
Month/day/year (for example, 3/21/93)
l
A “-” offset based on today's date (for example, -1 for yesterday)
l
Separating individual data entry items using a semicolon (for
example, 3/21/93;3/23/93;3/25/93)
l
Entering ranges by placing a hyphen between entries (for example,
3/21/93-3/25/93).
When you specify a date for a weekly report, that date must correspond
to the week start day selected in the System Setup—Storage Intervals
window. If the date and day do not match, the message
No records found
displays in the status line.
The month start date must be the first day of the month.