Instruction manual
Database Tables
CentreVu®
CMS Open Database Connectivity
How Database Items are Presented 3-3
Data Types 3
Each database item contains one of the following types of data:
C =Cumulative data: accumulates throughout the collection interval.
Most real-time database items contain cumulative data.
A =Administrative data: administered on the ECS or on
CentreVu
CMS.
For example, the database item INTRVL in the split/skill table contains
the number of minutes in the intrahour interval (15, 30, 60) assigned for
the specified ACD on
CentreVu
CMS.
I = Row Identifier data: gives data that is common to all tables, such as
time, date, split in the split/skill tables, and so on.
N = Special Table data: belongs only to a specific table, such as the
Historical Agent Login/Logout table or Current Day Forecast table.
M = Maximum Interval Value data: gives data that is the maximum
reached for any value in the specified interval.
B = Busy Hour data: gives data that is only meaningful for the busy hour.
The letter C, A, I, N, M or B appears in the Data Type column for each
database item.
Cumulative, Administrative, Maximum Value, Row Identifier and
Busy Hour data items apply to historical and real-time database items.
Special Table data items apply only to historical database items.
Call-Based Data 3
In addition to the types of data described above, items in the
CentreVu
CMS database can be either call-based or interval-based. Most
CentreVu
CMS database items are call-based. Call-based data are committed to
the database after a call completes. Therefore, if a call starts and ends in
different collection intervals, all of the data are recorded in the interval in
which the call and any After Call Work (ACW) are completed.
Interval-Based
Data
3
Interval-based data represents the amount of time during a collection
interval that is used for a particular activity. Interval-based items are
updated throughout the collection interval and timing is restarted at the
end of the interval. Most interval-based items start with I_ or TI_. The
database items ALLINUSETIME (trunk-group tables) and MBUSYTIME
(trunk and trunk-group tables) are also interval-based. Each database
item has a defined column type.