Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-11
ACCEPTABLE
The number of ACDCALLS answered by an
agent within the predefined acceptable
service level (SERVICELEVEL), as defined
on the ACD Administration: Split/Skill Call
Profile window.
C integer 4 bytes
ACD (index) The ACD number for which data was
collected.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ACDAUXOUTCALLS The number of AUXOUTCALLS agents in
the split/skill made with at least one split/skill
ACD call for this split/skill on hold. For agents
in multiple skills with multiple call handling
(Generic 3 Version 3 switch and later), the
call is recorded for the skill of the last ACD
call the agent put on hold.
ACDAUXOUTCALLS includes calls made to
transfer or conference the ACD call.
Available with Generic 2.2 and Generic 3
switches.
A smallint 2 bytes
ACDCALLS The number of CALLSOFFERED calls that
were answered by an agent in the split/skill.
ACDCALLS = ACDCALLS1 + ACDCALLS2 +
ACDCALLS3 + ACDCALLS4 + ACDCALLS5
+ ACDCALLS6 + ACDCALLS7 +
ACDCALLS8 + ACDCALLS9 +
ACDCALLS10.
ACDCALLS includes ACCEPTABLE,
ACDCALLS1-10, BACKUPCALLS,
CONFERENCE, HIGHCALLS,
HOLDCALLS, LOWCALLS, MEDCALLS,
O_ACDCALLS, TOPCALLS, and
TRANSFERRED.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
Database Item Description
Data
Type
Column
Type
Length