Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-41
Agent Database Items 3
Overview 3
The Agent database item descriptions apply to historical items.
The Data Type column refers to Cumulative (C), Administrative (A),
Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or
Maximum Value (M) data. Cumulative, Administrative, Row Identifier,
Busy Hour, and Maximum Value items typically apply to both the current
and previous interval real-time tables. Special Table items are historical,
and apply only to the table in which they are stored.
Historical agent database items apply to the Intrahour Agent (
hagent
),
Daily Agent (
dagent
), Weekly Agent (
wagent
), and Monthly Agent
(
magent
) tables. All items listed in the following table are included in all
four tables, unless otherwise noted in the Column Type column. Any
differences in the data format between the four agent tables are also
noted in the Column Type column. The historical indexes are LOGID,
SPLIT, and ROW_DATE.
Agent Database
Items
3
The following table describes the data items in the CMS Agent database
tables.
Database Item Description
Data
Type
Column
Type
Length
ABNCALLS The number of split/skill ACD calls that
were abandoned while ringing the agent’s
voice terminal (after being directed to the
agent voice terminal, but before being
answered). This includes calls considered
abandoned because their talk time was
less than the phantom-abandoned call
timer.
For Generic 3 switches, ABNCALLS
includes PHANTOMABNS.
Available on Generic 2 and Generic 3
switches.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)