Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-25
I_RINGTIME
The amount of time during the collection
interval that agents were in the ringing state
for calls to this split/skill. If the agent changes
work modes or answers/makes another call
instead of answering the ringing call,
I_RINGTIME will stop accumulating.
RINGTIME is the time the caller spends
ringing and is independent of agent activity.
NOTE: With forced multiple call handling
(Generic 3 Version 4 and later), if an ACD call
rings at the agent’s voice terminal while the
agent is talking on another call, I_RINGTIME
does not accumulate.
Available on Generic 2 and Generic 3
switches for ring tracking.
C integer 4 bytes
I_STAFFTIME The amount of time during the collection
interval that POSITIONS were staffed
(logged in).
I_STAFFTIME = I_AVAILTIME + I_ACDTIME
+ I_ACWTIME + I_AUXTIME + I_RINGTIME
+ I_OTHERTIME.
I_STAFFTIME includes I_ACDTIME,
I_ACWTIME, I_AUXTIME, I_AVAILTIME,
I_OTHERTIME, and I_RINGTIME.
C integer 4 bytes
I_TAUXTIME The amount of time top agents in this
split/skill were in AUX mode. This includes
time on AUXIN/AUXOUT calls, received or
made without an ACD call on hold. (Time on
AUXIN/AUXOUT calls with an ACD call on
hold is tracked in I_ACDAUXINTIME and
I_ACDAUX_OUTTIME.)
Available with a Generic 3 switch with the
EAS feature for top skills.
C integer 4 bytes
I_TAVAILTIME The amount of time top agents in this
split/skill were available to receive calls for
this split/skill.
Available with a Generic 3 switch with the
EAS feature for top skills.
C integer 4 bytes
Database Item Description
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