Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-12
ACDCALLS1-10
The number of ACDCALLS during the
collection interval that were answered in
each of the service level increments
PERIOD1 through PERIOD9 (as defined on
the ACD Administration: Call Profile window).
ACDCALLS10 is the number of calls
answered after the last increment PERIOD9.
NOTE: If call profiles are not set, then the
data gets stored into the first interval
(ACDCALLS1).
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ACDTIME The length of talk time of all ACDCALLS.
ACDTIME includes O_ACDTIME, but does
not include HOLDTIME.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ACWINCALLS The number of inbound extension calls
received by agents while in ACW for split/skill
ACD calls or in ACW.
C integer 4 bytes
ACWINTIME The length of talk time of all ACWINCALLS.
ACWINTIME does not include hold time on
Generic 2.2 and Generic 3 switches. It does
include time spent on calls received while in
ACW not associated with an ACD call.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
ACWOUTADJCALLS The number of ACWOUTCALLS that were
placed by an adjunct on behalf of an agent
(keyboard-dialed). If such calls are placed to
off-switch destinations, then they are also
counted as ACWOUTOFFCALLS.
Available for outbound calls on Generic 2.2
switches with the ASAI Gateway Interface
feature and Generic 3 switches with the ASAI
feature.
C integer 4 bytes
ACWOUTCALLS The number of outbound extension calls
made by agents or on behalf of agents while
in ACW. This includes ACW for split/skill
ACD calls and ACW not associated with a
call.
ACWOUTCALLS includes
ACWOUTADJCALLS and
ACWOUTOFFCALLS.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
Database Item Description
Data
Type
Column
Type
Length