Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-34
PERIOD1-9
The length, in seconds, of each service level
increment as defined in the ACD
Administration: Split/Skill Call Profile window.
Each increment represents a progressively
longer wait time.
CentreVu CMS counts
answered or abandoned calls that wait
beyond the last increment (PERIOD9) in
either ACDCALLS10 or ABNCALLS10.
A smallint 2 bytes
PERIODCHG This item indicates whether or not service
level increments PERIOD1-9 (as defined on
the ACD Administration: Split/Skill Call Profile
window) changed during the collection
interval. Valid values for PERIODCHG are
1 = YES and 0= NO.
A integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
PHANTOMABNS The number of split/skill ACD calls with talk
time less than the value of the phantom-
abandoned call timer.
Available on Generic 3 and newer switches.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
RINGCALLS The number of this split’s/skill's calls that
rang at agent positions.
Available on a Generic 2 and Generic 3
switch for ring tracking.
RINGCALLS includes ACDCALLS and
NOANSREDIR.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
RINGTIME The time this split’s/skill's calls spent ringing
at agent positions independent of final
disposition and other agent activity.
I_RINGTIME is the time the agent spends
with ringing calls and is affected by other
agent activity. RINGTIME is the time the
caller spends ringing and is independent of
agent activity.
Available on a Generic 2 and Generic 3
switch for ring tracking.
C integer 4 bytes
ROW_DATE
(index)
The date on which data was collected. I date
Informix
date,
4 bytes
Database Item Description
Data
Type
Column
Type
Length