Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-10
ABNCALLS
(contd)
NOTE:
When a call abandons while queued
to multiple splits/skills and abandons from
queue, only the primary split/skill increments
ABNCALLS (calls that are ringing an agent
and then abandon peg as abandons for the
split/skill they were ringing).
This also includes calls with talk times less
than the phantom-abandoned call timer
value, if it is set.
ABNCALLS = ABNCALLS1 + ABNCALLS2 +
ABNCALLS3 + ABNCALLS4 + ABNCALLS5
+ ABNCALLS6 + ABNCALLS7 +
ABNCALLS8 + ABNCALLS9 +
ABNCALLS10
ABNCALLS includes ABNCALLS1-10,
ABNRINGCALLS, O_ABNCALLS,
PHANTOMABNS, and SLVLABNS.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ABNCALLS1-10 The number of ABNCALLS that were
abandoned during the collection interval in
each of the service level increments
PERIOD1 through PERIOD9 (as defined on
the ACD Administration: Call Profile window).
ABNCALLS10 counts calls that abandoned
after PERIOD9.
NOTE: If call profiles are not set, then the
data gets stored into the first interval
(ABNCALLS1).
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ABNRINGCALLS The number of split/skill or direct agent
ABNCALLS that abandoned while ringing at
an agent position.
Available for ring tracking with Generic 2 and
Generic 3 switches.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ABNTIME The amount of time callers spent waiting in
queue and ringing at an agent’s voice
terminal before abandoning the call.
For phantom abandons, ABNTIME includes
the time until the agent releases the call.
C integer 4 bytes
Database Item Description
Data
Type
Column
Type
Length