CentreVu Call Management System Release 3 Version 8 Database Items and Calculations 585-210-939 Comcode 108502345 Issue 1 December 1999
Copyright 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf.
Ordering Information Call: Lucent Technologies Publications Center Voice: 1-800-457-1235 International Voice: 317-322-6416 Fax: 1-800-457-1764 International Fax: 317-322-6699 Write: Lucent Technologies BCS Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 Order: Document No. 585-210-939 Comcode 108502345 Issue 1, December 1999 You can be placed on a Standing Order list for this and other documents you may need.
CentreVu® CMS R3V8 Database Items and Calculations v CentreVu® Call Management System Release 3 Version 8 Database Items and Calculations Table of Contents 1 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 General Information . Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 1-1 How Database Items and Calculations Are Presented Introduction . . . . .
CentreVu® CMS R3V8 Database Items and Calculations vi Move Agent While Staffed (G3V4 and later) . . . Converse Vector Command (G3V2 and later) . . Go To Vector . . . . . . . . . . . . . Outbound Call Management (OCM) . . . . . . Redirection on No Answer (G3V2 and later) . . . Skill State . . . . . . . . . . . . . . Switch Average Speed of Answer (G3V4 and later) Timed ACW. . . . . . . . . . . . . . Tracking of Times/Duration . . . . . . . . Trunk No Answer Timeout (G3V2 and later) . . .
CentreVu® CMS R3V8 Database Items and Calculations vii ACDTIME . . . . . ACTIVECALLS (real-time) ACWINCALLS . . . . ACWINTIME . . . . ACWOUTADJCALLS . . . . . . ACWOUTCALLS . . . ACWOUTOFF-CALLS . ACWOUTOFF-TIME . . ACWOUTTIME . . . . ACWTIME . . . . . ADJATTEMPTS . . . ADJROUTED . . . . ADJUNCTOUT (real-time) AGINRING (real-time) . . . . . AGOCC . . . . . . AGSTATE (real-time) . . . . . AGT_RELEASED . . . AGDURATION (real-time) . . . . . AGTIME (real-time) . . . . . ALLINUSE (real-time) . . . . .
CentreVu® CMS R3V8 Database Items and Calculations viii AVGAGSERV . . . AVGSPEEDANS . . AWORKMODE (real-time) . . . . BACKUPCALLS . . BH_ABNCALLS (daily only) . . . . BH_ACDCALLS . . BH_ACDTIME . . . BH_ALLINUSE-TIME . BH_BUSYCALLS . . BH_DISCCALLS . . BH_INCALLS . . . BH_INTIME . . . . BH_OABN-CALLS . BH_OACD-CALLS . BH_OOTHER-CALLS BH_OTHER-CALLS . BH_OUTCALLS . . BH_OUTTIME . . . BH_STARTTIME . . BH_VDNCALLS . . BLOCKAGE . . . BSRPLAN . . . . BUSYCALLS . . . BUSYTIME . . . . CALLER_HOLD . . CALLID . . .
CentreVu® CMS R3V8 Database Items and Calculations ix DA_ACWOTIME . . . . . DA_ACWTIME . . . . . . DA_ANSTIME . . . . . . DA_INACW (real-time) . . . . . . . DA_INQUEUE (real-time) . . . . . . . DA_INRING (real-time) . . . . . . . DA_OLDEST-CALL (real-time) DA_ONACD (real-time) . . . . . . . DA_OTHER-CALLS . . . . DA_OTHERTIME . . . . . DA_QUEUED . . . . . . DA_RELEASE . . . . . . DA_SKILL (real-time) . . . . . . . DACALLS_FIRST (real-time) . . . . . . . DEFLECTCALLS . . . . . DEQUECALLS . . . . . .
CentreVu® CMS R3V8 Database Items and Calculations x EXTENSION . . . EXTN . . . . . . EXTYPE . . . . . FAGINRING (real-time) . . . . FAVAILABLE (real-time) . . . . FAILURES . . . . FCALLS . . . . . FINACW (real-time) . . . . FINAUX . . . . . FIRSTVDN . . . . FIRSTVECTOR. . . FMETHOD . . . . FONACD (real-time) . . . . FOTHER (real-time) . . . . FSTAFFED (real-time) . . . . GNAGINRING (real-time) . . . . GNAVAILABLE (real-time) . . . . GNINACW (real-time) . . . . GNINAUX (real-time) . . . .
CentreVu® CMS R3V8 Database Items and Calculations xi GNSKILL (real-time) . . . GNSTAFFED (real-time) . . . GOTOCALLS . . GOTOTIME . . . HDATE1-4 . . . HELD . . . . . HIGHCALLS . . HOLDABN . . . HOLDABN-CALLS HOLDACD-CALLS HOLDACDTIME . HOLDCALLS . . HOLDTIME . . . I_ACDAUXIN-TIME I_ACDAUX_ OUTTIME . . . I_ACDOTHER-TIME I_ACDTIME . . . I_ACWINTIME . . I_ACWOUTTIME . I_ACWTIME. . . I_ARRIVED . . . I_AUXINTIME . . I_AUXOUTTIME . I_AUXTIME . . . I_AUXTIME0 . . I_AUXTIME1-9 . . I_AVAILTIME . . I_DA_ACDTIME .
CentreVu® CMS R3V8 Database Items and Calculations xii INCALLS . . . . . . INCOMPLETE . . . . . INFLAG . . . . . . . INFLOWCALLS . . . . INPROGRESS (real-time) . . . . . . INQUEUE (real-time) . . . . . . INRING (real-time) . . . INTERFLOW-CALLS . . . INTIME . . . . . . . INTRVL . . . . . . . INVECTOR (real-time) . . . . . . ITN (index) . . . . . . KEYBD_DIALED . . . . LASTCWC . . . . . . LASTDIGITS . . . . . LASTOBSERVER . . . . LEVEL (real-time) . . . . . . LOC_ID . . . . . . . LOGID . . . . . . . LOGIN .
CentreVu® CMS R3V8 Database Items and Calculations xiii NOANSREDIR . . . . . . NUMAGREQ . . . . . . NUMINUSE (real-time) . . . . . . . NUMTGS . . . . . . . NUMVDNS . . . . . . . O_ABNCALLS . . . . . . O_ACDCALLS . . . . . . O_ACDTIME . . . . . . O_ACWTIME . . . . . . O_OTHER-CALLS . . . . OBSERVING-CALL . . . . OBSLOCID . . . . . . . OLDESTCALL (real-time) . . . . . . . OLDEST_LOG-ON (real-time) . ONACD (real-time) . . . . ONACDAUXOUT (real-time) . ONACDOUT (real-time) . . . . . . . ONACWIN (real-time) . .
CentreVu® CMS R3V8 Database Items and Calculations xiv PREFERENCE . . PRIORITY (real-time) . . . PRIORITY2-3 (real-time) . . . QUECOUNT (real-time) . . . QUETYPE (real-time) . . . QUETYPE2-3 (real-time) . . . R1AGINRING (real-time) . . . R1AVAILABLE (real-time) . . . R1INACW (real-time) . . . R1INAUX (real-time) . . . R1ONACD (real-time) . . . R1OTHER (real-time) . . . R1STAFFED (real-time) . . . R2AGINRING (real-time) . . . R2AVAILABLE (real-time) . . . R2INACW (real-time) . . . R2INAUX (real-time) . . .
CentreVu® CMS R3V8 Database Items and Calculations xv SEGSTART . . . SEGSTOP . . . SERVICELEVEL . SERVLEVELP . . SERVLEVELT . . SETUPTIME . . SHORTCALLS . . SKILL1-3 . . . SKILLACWTIME-1-3 SKILLCALLS1-3 . SKILLTIME1-3 . . SKILLTYPE . . . SKILLTYPE2-4 . . SKLEVEL . . . SKLEVEL2-20 . . SKPERCENT . . SKPERCENT2-20 . SKSTATE (real-time) . . . SLVLABNS . . . SLVLOUT-FLOWS SPLIT. . . . . SPLIT1 . . . . SPLIT2-3. . . . STAFFED (real-time) . . . STARTED (real-time) . . . STARTTIME. . . SVCLEVELCHG .
CentreVu® CMS R3V8 Database Items and Calculations xvi TINAUX1-9 (real-time) . . . . . . TKGRP . . . . . . . TKSTATE (real-time) . . . TONACD (real-time) . . . . . . TONACDAUX-OUT (real-time) . . . . . . TONACDOUT (real-time) . . . . . . TONACWIN (real-time) . . . . . . TONACWOUT (real-time) . . . . . . TONAUXIN (real-time) . . . . . . TONAUXOUT (real-time) . . . . . . TOPCALLS . . . . . . TOPSKILL (real-time) . . . . . . TOT_PERCENTS (real-time) . . . . . . TOTHER (real-time) . . . . . . TRANSFERRED . . .
CentreVu® CMS R3V8 Database Items and Calculations xvii Index . Search values and calculations . . . . . . . . . . Overview . . . . . . . . . . . . . . . . Agent state and row search values cross-reference . . Call disposition and row search values cross-reference . . . . . . . . . . . . . 2-224 2-224 2-224 2-227 Calculations . . . . . . . . . Overview . . . . . . . . Standard Dictionary Calculations Reports-specific Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CentreVu® CMS R3V8 Database Items and Calculations xviii
CentreVu® CMS R3V8 Database Items and Calculations Preface P-1 Preface Purpose 0 This book describes the CentreVu® Call Management System (CMS) database items and calculations used for standard and custom reports. It also includes descriptions of switch feature interactions and reports-specific calculations.
CentreVu® CMS R3V8 Database Items and Calculations Preface P-2 Related documents 0 The following documents can help you use the CentreVu CMS software to its maximum capability. Those most closely related to this document are the Administration and Report Designer documents.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-1 General Information 1 Introduction General Information Introduction 1 This document describes the CentreVu CMS database tables, the items in the database tables, and the standard Dictionary calculations that use the database items.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-2 How Database Items and Calculations Are Presented How Database Items and Calculations Are Presented Introduction Database Items Sample Database Item Table 1 This section outlines how the CentreVu CMS database items and calculations are presented later in the document. 1 This document defines database items used in CentreVu Supervisor reports.
CentreVu® CMS R3V8 Database Items and Calculations Introduction How Database Items and Calculations Are Presented Items in Different Tables Items in Definitions Index Database Items Database Item Types 1 1 1 1-3 Many database items are included in more than one database table. When an item is in more than one table, the definition may or may not be the same from table to table. Database items that are used in the description of another database item are in boldface type.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-4 How Database Items and Calculations Are Presented Call-Based Data 1 Interval-Based Data 1 In addition to the types of data described above, items in the CentreVu CMS database can be either call-based or interval-based. Most CentreVu CMS database items are call-based. Call-based data is committed to the database after a call completes.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-5 How Database Items and Calculations Are Presented Calculations Sample Standard Dictionary Calculations Table 1 CentreVu CMS uses calculations of database items in many reports. All standard CentreVu CMS Dictionary calculations are listed alphabetically and described in Chapter 2 of this document. You can use standard calculations in custom reports, or you can create new ones.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-6 Terminology Terminology Database Terminology 1 The following terms are often used in the database item descriptions. 1 Abandoned Call A call in which the caller hung up before the call was answered or connected. Calls also can be considered abandoned if certain timers in the switch time out.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-7 Terminology After Call Work (ACW) Work done when the agent is not on a call. There are two types of after call work (ACW): call-related ACW and ACW not associated with a call. An agent enters a call-related ACW state by completing a manual-in call or, on Generic 3 switches, by pressing the ACW feature button during an automatic-in call, and then completing the call.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-8 Terminology Agent position (no EAS) The combination of the agent login ID and the split the agent logged into. Agents logged into multiple splits have multiple positions associated with them. Call data are collected for each agent/split combination separately, so that it is possible to report on the calls handled and time spent by agents in each of the splits they were in.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-9 Terminology Call Segment Call records are made up of call segments, each of which represents a related call. A new call segment is started whenever a call is made or received, including whenever a call is made in order to transfer or conference another call. Call segments that are related share the same call ID. Unrelated call segments have different call IDs.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-10 Terminology Hold A call placed on hold as a result of the agent pressing the HOLD feature button or the hard hold feature access code, by using the TRANSFER or CONFERENCE feature button or by flashing the switch hook. CentreVu CMS tracks calls on hold only for the switch releases that notify CentreVu CMS when calls are placed on hold. Generic 3 switches notify CentreVu CMS for all calls.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-11 Terminology Secondary Split/Skill (G3 Vectoring) The second split/skill the call queues to in a VDN is called the secondary split/skill. Skill Group (Generic 2.2 EAS and later) A group of ten skills. Each consecutive ten skills ending with digits 0 through 9 constitute a skill tens group. For example, skills 10-19 form a skill tens group, as do skills 340-349.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-12 Terminology Top Skill The agent’s top skill is the agent’s first-administered, highest-level skill. This concept is the most useful when you have a Generic 3 switch (with EAS) and with agents who are using skill level call handling preference. In this case, the agent’s top skill represents the skill for which the agent is most likely to receive a call.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-13 Database Table Names Database Table Names Introduction Real-Time Table Names 1 1 To select data for custom reports, you must use the names listed in the tables in this section. The database items are described in later sections of this document. The following table lists the real-time database tables and the data stored in them: 1 Name Data Stored csplit Split/Skill data for the current interval.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-14 Database Table Names Historical Database Tables The following table lists historical database tables and the data stored in them: 1 Name Data Stored hsplit Split/Skill data for each intrahour interval. dsplit Split/Skill data summarized by day. wsplit Split/Skill data summarized by week. msplit Split/Skill data summarized by month. hagent Agent data for each intrahour interval. dagent Agent data summarized by day.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-15 Database Table Names Name Data Stored hcwc CWC data for each intrahour interval. dcwc CWC data summarized by day. wcwc CWC data summarized by week. mcwc CWC data summarized by month. call_rec Call record data. agex Agent exceptions. spex Split exceptions. tgex Trunk group exceptions. vecex Vector exceptions. vdnex VDN exceptions. linkex Link down exceptions. mctex Malicious call trace exceptions.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities 1-16 Interactions with Switch Features and Tracking of Switch Capabilities Introduction Adjunct-Placed and AdjunctRouted Calls Call Handling Preference 1 1 1 1 The following features and switch capabilities have an impact on CentreVu CMS database items.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Forced Disconnect Look-Ahead Interflow Calls Personal Call Tracking Tracking of AUXIN and AUXOUT Time Tracking for “Route To” Calls 1 1 1 1-17 For G3V2 and later switches, a call is counted as a forced disconnect call whenever the forced disconnect vector step is executed.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Data Tracking Capabilities 1-18 Personal Call Tracking offers the following data tracking capabilities: 1 ● Data is available for calls on hold, time for calls on hold, and calls abandoned from hold. Without personal call tracking, time for calls on hold was counted as talk time. ● CentreVu CMS split and agent data reflect calls made while another call is on hold.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-19 Interactions with Switch Features and Tracking of Switch Capabilities Agent answers ACD call Agent holds call, dials supervisor Agent talks to supervisor Agent reconnects to held ACD call Call ends G3 (R3V2 and CentreVu CMS I_ACDTIME I_OTHERTIME I_AUXOUTTIME I_ACDTIME DEFINITY ECS I_ACDTIME I_AUXTIME, I_ACDAUX_OUTTIME I_AUXOUTTIME, I_ACDAUX_OUTTIME I_ACDTIME
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Abandoned Calls Phantom-Abandon Calls Phantom-Abandon Call Timer 1 1 1 1-20 In general, any call that hangs up before an agent or station answers is an abandoned call. On Generic 3 switches, any VDN calls (whether ACD calls or not) that route to extensions and are then abandoned are counted as abandoned calls for the VDN. (See Phantom-Abandon Calls.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Transferred and Conferenced Calls Audio Difficulty Direct Agent Calling (G3) Direct Agent Data in Reports Switch-Specific Capabilities 1 1 1 1 1 1-21 With Personal Call Tracking, CentreVu CMS tracks transferred and conferenced calls as follows: ● Transferred and conferenced calls are tracked as held calls while the call(s) wait to be transferred or added to a c
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Expanded Agent Capabilities (DEFINITY ECS R5 and Later) 1 1-22 The expanded agent capabilities feature allows EAS agents to have up to 20 skills assigned. Each skill may be assigned a level from 1 to 16, where1 is the highest level and 16 is the lowest. (The numeric level replaces the skill type p or s used in earlier G3 EAS releases.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Forced Multiple Call Handling (G3V4) Hold Tracking (G3) Ringing (G3) Transfer Tracking Conference Tracking (G3) Call Pickup 1 1 1 1 1 1 1-23 The Forced Multiple Call Handling feature in Generic 3 Version 4 switches allow an ACD call to ring at an agent’s voice terminal even if that agent is already talking on an ACD call.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Agents in Multiple Splits/Skills 1-24 CentreVu CMS requires agents to log into multiple splits/skills using the same login ID for all splits/skills. This allows CentreVu CMS to track the agent as a single person and to coordinate the data for that agent. 1 Agents in multiple splits/skills are tracked as a single agent in R3 CMS.
CentreVu® CMS R3V8 Database Items and Calculations Introduction 1-25 Interactions with Switch Features and Tracking of Switch Capabilities Multiple-Split/ Skill Queuing (G3) 1 On a Generic 3 switch, calls can be queued to as many as three splits/skills simultaneously. For the first split/skill to which a call is queued (primary split/skill), CentreVu CMS counts an answer, outflow (leaves vector processing or is answered by an agent in another split/skill), or abandon.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Best Service Routing (DEFINITY ECS R6) 1 1-26 Best Service Routing (BSR) allows calls to be balanced at a single site or between multiple sites.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Move Agent While Staffed (G3V4 and later) Converse Vector Command (G3V2 and later) Tracking Go To Vector 1 1 1 1 1-27 The G3V4 switch release supports moving a staffed agent between splits or changing the skill assignments for staffed agents.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Outbound Call Management (OCM) Redirection on No Answer (G3V2 and later) 1 1 1-28 Outbound call management (OCM) calls to splits/skills are included as a subset of the ACD call database items (talk time, ringing, ACW, and so on). OCM calls also have their own database items which start with O_ in the agent, split/skill, trunk and trunk group tables.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Switch Average Speed of Answer (G3V4 and later) 1 1-29 The G3V4 and later switches calculate a roilling average speed of answer (ASA) for splits/skills and VDN(s). This ASA can be used in vector conditionals to determine where to queue calls. The ASA(s) for splits/skills and for VDN(s) are also sent to R3V4 and later CMS, and can be displayed on real-time reports.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Vector Disconnect Timer (G3V2 and later) VDN Active Calls 1 1 1-30 The Vector Disconnect Timer is started when a call begins vector processing and stops when the call is routed successfully. This means that the call rings at a destination or the trunk is connected to a destination.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities Universal Call ID (DEFINITY ECS R6) 1 1-31 A Universal Call ID (UCID) is a unique tag that is assigned to a call. The purpose of the UCID is to allow call-related data to be collected and aggregated from multiple sources (for example, DEFINITY and Intuity Conversant) and multiple sites.
CentreVu® CMS R3V8 Database Items and Calculations Introduction Interactions with Switch Features and Tracking of Switch Capabilities ● Location (ECS R8 and later) Location ID for agents Location ID for trunks 1 1 1 1-32 Agent Role: ROLE is a new database item that has been added to the agent tables to describe how an agent participates in a skill. The agent’s role is based on both the agent’s Skill Level and Call Handling Preference. Agents with a reserve skill have a role of Reserve.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-1 2 Database Items and Calculations Overview Purpose 2 2 This chapter describes the CentreVu® Call Management System (CMS) database tables, the items in the database tables, and the standard Dictionary calculations that use the database items. This chapter also includes calculations added to specifically support Supervisor reports.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-2 General information General information Overview 2 Purpose 2 This section presents general information about database items.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-3 General information Split/skill database items Overview Real Time Database Items 2 2 2 Historical Database Items 2 Customizing Reports 2 Agent database items Overview Real Time Database Items Historical Database Items The Split/Skill database item descriptions apply to real-time and historical items.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-4 General information Trunk group database items Overview Real Time Database Items Historical Database Items Trunk database items Overview Real Time Database Items Historical Database Items Vector database items Overview Real Time Database Items 2 2 2 2 The Trunk Group database item descriptions apply to real-time and historical items.
Database Items and Calculations 2-5 General information Historical Database Items VDN database items 2 2 Real Time Database Items 2 Historical Database Items 2 Overview Real time database items Historical database items Historical vector database items apply to the Intrahour Vector (hvector), Daily Vector (dvector), Weekly Vector (wvector), and Monthly Vector (mvector) tables, except as noted. The historical indexes are ROW_DATE and VECTOR.
Database Items and Calculations 2-6 General information Agent login/logout database items Overview Agent trace database items Overview Optional database items Current day configuration database items Overview CentreVu® CMS R3V8 Database Items and Calculations 2 2 The Agent Login/Logout database item descriptions are historical items specific to the Agent Login/Logout (haglog) table. The indexes are SPLIT and ROW_DATE.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-7 General information Current day report database items 2 Overview 2 Forecast data 2 Call record database items Overview Exception historical database items EXTYPE and REASON database items Exception type storage Selecting exception types for reports The Current Day Report database item descriptions (Table F) are historical items used specifically to collect values entered in the Forecast: Current Day window.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-8 Database Items Database Items Overview Purpose ABNCALLS Database tables 2 2 2 This section describes database items for all tables. 2 2 The ABNCALLS appears in the following database tables: Split/skill tables Number of CALLSOFFERED that were abandoned while in queue or ringing at an agent position.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-9 Database Items For Generic 3 switches, ABNCALLS includes all calls abandoned by the caller that were carried by this trunk, except for calls directly to unmeasured stations that did not go through a measured VDN or split/skill. This includes ACD calls and calls that routed to an agent or extension with talk times less than the phantom-abandoned call timer value. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-10 Database Items ABNCALLS1-10 Database tables 2 2 The ABNCALLS1-10 appears in the following database tables: Split/skill tables Number of ABNCALLS that were abandoned during the collection interval in each of the service level increments PERIOD1 through PERIOD9 (as defined on the Call Center Administration: Call Profile window). ABNCALLS10 counts calls that abandoned after PERIOD9.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-11 Database Items ABNRINGCALLS Database tables 2 2 The ABNRINGCALLS item appears in the following database tables: Split/skill tables Number of split/skill or direct agent ABNCALLS that abandoned while ringing at an agent position. Available for ring tracking with Generic 3 switches. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-12 Database Items Agent tables The time split/skill ACD callers waited while ringing the agent’s voice terminal before the call was abandoned. For Generic 3 switches, ABNTIME includes the time until the agent releases the call for phantomabandoned calls. Also available on Generic 3 switches. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-13 Database Items ACCEPTABLE Database tables 2 2 The ACCEPTABLE appears in the following database tables: Split/skill tables Number of ACDCALLS answered by an agent within the predefined acceptable service level (SERVICELEVEL), as defined on the Call Center Administration: Split/Skill Call Profile window. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-14 Database Items Call work codes tables The ACD number for which data was collected. This is a row identifier item. Agent login/logout tables The ACD number for which data was collected. Agent trace tables The ACD number for which data was collected. Current day configuration tables ACD number for which data was collected. Current day report tables ACD number for which data was collected.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-15 Database Items ACD_RELEASE Database tables 2 2 The ACD_RELEASE item appears in the following database tables: Agent tables The number of split/skill ACD calls that the agent released or dropped before the far end released. Note: The transfers and conferences are always recorded as agent-released calls. Available for Generic 3 switches. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-16 Database Items ACDCALLS Database tables 2 2 The ACDCALLS item appears in the following database tables: Split/skill tables 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.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-17 Database Items VDN tables The number of split/skill and direct agent ACD calls that were answered by an agent from "queue to main," "check backup," "messaging split/skill," "route to" split/skill or direct agent, and "adjunct routing" to a split/skill or direct agent. ACDCALLS includes ACDCALLS1-10, ACCEPTABLE, ANSCONNCALLS1-10, BACKUPCALLS, and TRANSFERRED. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-18 Database Items ACDTIME Database tables 2 2 The ACDTIME item appears in the following database tables: Split/skill tables Talk time of all ACDCALLS. ACDTIME includes O_ACDTIME, but does not include HOLDTIME. This is a cumulative item. Agent tables The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME. It does not include HOLDTIME. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-19 Database Items ACWINCALLS Database tables 2 2 The ACWINCALLS item appears in the following database tables: Split/skill tables Number of inbound extension calls received by agents while in ACW for split/skill ACD calls or in ACW. This is a cumulative item. Agent tables The number of inbound extension calls received by the agent while in ACW.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-20 Database Items ACWOUTADJCALLS Database tables 2 2 The ACWOUTADJCALLS item appears in the following database tables: Split/skill tables 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 3 switches with the ASAI feature.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-21 Database Items ACWOUTOFFCALLS Database tables 2 2 The ACWOUTOFFCALLS item appears in the following database tables: Split/skill tables Number of ACWOUTCALLS that were made to a an off-switch destination-a destination outside the switch. If such calls are placed by an adjunct on behalf of an agent while in ACW, they are also counted as ACWOUTADJCALLS. Available for external calls with Generic 3 switches.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-22 Database Items ACWOUTTIME Database tables 2 2 The ACWOUTTIME item appears in the following database tables: Split/skill tables Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold time on Generic 3 switches. It does include time spent on calls made while in ACW not associated with an ACD call and on ACWOUTADJCALLS and on ACWOUTOFFCALLS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-23 Database Items Agent tables The duration of all after call work associated with ACDCALLS, including ACWINTIME and ACWOUTCALLS received/made during call-associated ACW. Note: ACWTIME does not include the time spent in ACW not associated with an ACD call (that is, the agent pressed the ACW button while not on an ACD call).
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-24 Database Items ADJROUTED Database tables 2 2 The ADJROUTED item appears in the following database tables: Vector tables The number of adjunct-routing calls that were redirected by an adjunct processor or host computer. Available on the ECS and Generic 3 switches with vectoring and the ASAI feature. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-25 Database Items AGINRING (real-time) Database tables 2 2 The AGINRING (real-time) item appears in the following database tables: Split/skill tables Current number of POSITIONS at which split/skill or direct agent calls are ringing (for example, ACD call ringing for this split/skill and are not doing anything else).
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-26 Database Items AGT_RELEASED Database tables 2 2 The AGT_RELEASED item appears in the following database tables: Agent trace tables Agent released or dropped the split/skill or direct agent ACD call. This is always true for ACD calls the agent transferred or conferenced. Available on Generic 3 and newer switches. Call record tables Agent released or dropped the split/skill or direct agent ACD call.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-27 Database Items ALLINUSE (real-time) Database tables 2 2 The ALLINUSE (real-time) item appears in the following database tables: Trunk group tables Current use status of all trunks in the trunk group (on calls or maintenance busy). Values for ALLINUSE are YES and NO This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-28 Database Items ANSCONNCALLS1-10 Database tables 2 2 The ANSCONNCALLS1-10 item appears in the following database tables: VDN tables The number of times that callers were answered (ACDCALLS) and connected (CONNECTCALLS) during each of the service level increments PERIOD1 through PERIOD9 as defined in the Call Center Administration: VDN Call Profile Setup window.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-29 Database Items ANSLOGIN Database tables 2 2 The ANSLOGIN item appears in the following database tables: Call record tables Login ID of the agent who answered the call in this segment. This field is blank for unmeasured extensions when EAS is not active.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-30 Database Items ANSTIME Database tables 2 2 The ANSTIME item appears in the following database tables: Split/skill tables Time spent by callers in queue or ringing before being answered by an agent. This is a cumulative item. Vector tables The time that split/skill and direct agent ACD calls waited while executing steps in this vector, queuing, and ringing before being answered by an agent.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-31 Database Items ASSIST (realtime) Database tables 2 2 The ASSIST item appears in the following database tables: Agent tables This is a real-time item. A request for supervisor assistance is active for this agent for any split/skill. Values for ASSIST are 0= NO, 1 = YES. This is a status item. Call record tables Whether or not the answering agent in this segment requested supervisor assistance on this call.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-32 Database Items ATAGENT (real-time) Database tables 2 2 The ATAGENT (real-time) item appears in the following database tables: VDN tables The current number of INPROGRESS calls (ACD and non-ACD) that have been answered by an agent or connected to a station. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-33 Database Items Agent tables The number of inbound extension calls received by agents while in AUX (auxiliary work), AVAILABLE, or for Generic 3 switches, with an ACD or AUXIN/AUXOUT call on hold. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-34 Database Items AUXOUTCALLS Database tables 2 2 The AUXOUTCALLS item appears in the following database tables: Split/skill tables The number of outbound extension calls made by agents while in AUX (auxiliary work), AVAILABLE, or for Generic 3 switches with an ACD or AUXIN/AUXOUT call on hold. AUXOUTCALLS are recorded for the SPLIT which is the OLDEST_LOGON, unless the agent made the call with an ACD call on hold.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-35 Database Items AUXOUTOFFTIME Database tables 2 2 The AUXOUTOFFTIME item appears in the following database tables: Split/skill tables The talk time of all AUXOUTOFFCALLS (does not include AUXOUTOFFCALLS spent on hold). AUXOUTOFFTIME is included in AUXOUTTIME. Available for external calls on Generic 3 switches. This is a cumulative item. Agent tables The talk time of all AUXOUTOFFCALLS (does not include HOLDTIME).
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-36 Database Items AUXREASON (real-time) Database tables 2 2 The AUXREASON item appears in the following database tables: Agent tables The reason code associated with the agent’s current state. This is blank if the agent is not in the AUX state. For agents in AUX on switch releases that are earlier than the ECS or that do not have EAS and reason codes active, this will be 0 (zero). This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-37 Database Items AVGSPEEDANS Database tables 2 2 The AVGSPEEDANS item appears in the following database tables: Current day report tables Objective average speed of answer in seconds for this type of call. AWORKMODE (real-time) Database tables 2 2 The AWORKMODE item appears in the following database tables: Agent tables The current work mode for the agent.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-38 Database Items Trunk group tables The number of ACDCALLS that were delivered to and answered by this split/skill by a vector command other than "queue to main" and the number of ACDCALLS that were delivered to a split/skill by a “queue to” vector command answered by an agent that has neither reserve1 or reserve2 skill levels assigned for that skill.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-39 Database Items VDN tables The number of ACDCALLS that were delivered to and answered by this split/skill by a vector command other than "queue to main" and the number of ACDCALLS that were delivered to a split/skill by a “queue to” vector command answered by an agent that has neither reserve1 or reserve2 skill levels assigned for that skill.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-40 Database Items BH_ACDCALLS Database tables 2 2 The BH_ACDCALLS item appears in the following database tables: Trunk group tables The number of incoming calls carried by this trunk group during the busy hour that were answered by an agent as split/skill or direct agent ACD calls. This is a busy hour item. VDN tables The number of ACDCALLS that were completed during the busy hour. This is a busy hour item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-41 Database Items BH_BUSYCALLS Database tables 2 2 The BH_BUSYCALLS item appears in the following database tables: Trunk group tables The number of incoming calls carried by the trunk group during the busy hour that were given a busy signal by the switch. This is a busy hour item. VDN tables The number of INCALLS that were given a busy signal by the switch during the busy hour. This is a busy hour item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-42 Database Items BH_INTIME Database tables 2 2 The BH_INTIME item appears in the following database tables: Trunk group tables The trunk holding time of all incoming calls carried by this trunk group that completed during the busy hour. This is a busy hour item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-43 Database Items BH_OOTHERCALLS Database tables 2 2 The BH_OOTHERCALLS item appears in the following database tables: Trunk group tables The number of outgoing calls carried by the trunk group during the busy hour that were not answered or abandoned as ACD calls.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-44 Database Items BH_OUTCALLS Database tables 2 2 The BH_OUTCALLS item appears in the following database tables: Trunk group tables The number of outgoing calls carried by the trunk group that completed during the busy hour. BH_OUTCALLS includes BH_OABNCALLS, BH_OACDCALLS, and BH_OOTHERCALLS. This is a busy hour item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-45 Database Items BH_VDNCALLS Database tables 2 2 The BH_VDNCALLS item appears in the following database tables: VDN tables The number of INCALLS to the VDN that completed during the busy hour. BH_VDNCALLS includes answered calls that completed during the busy hour, calls that abandoned, were forced busy, forced disconnected or outflowed from the VDN during the busy hour. This is a busy hour item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-46 Database Items BUSYCALLS Database tables 2 2 The BUSYCALLS item appears in the following database tables: Split/skill tables Number of CALLSOFFERED calls that were given a busy signal by the switch.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-47 Database Items VDN tables The number of INCALLS that were given a busy signal by the switch. This can occur on all switches via the "busy’’ vector command.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-48 Database Items CALLID Database tables 2 2 The CALLID item appears in the following database tables: Call record tables A unique number assigned to this call and all its call segments. For conferenced/transferred calls, two (or more) calls are tied together. When the entire call is recorded, one call ID is used to tie together all call segments.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-49 Database Items CALLING_PTY Database tables 2 2 The CALLING_PTY item appears in the following database tables: Agent trace tables Calling party identification, which is the ANI/SID (for Generic 3 Version 4 and later switches with ISDN ANI delivery), extension or trunk equipment location identifying the originator of the call.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-50 Database Items CHANGED (realtime) Database tables 2 2 The CHANGED (real-time) item appears in the following database tables: Agent tables Time of day that new agent activity started (for example, when WORKMODE or DIRECTION changed). Valid values are blank and timeof-day. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-51 Database Items Agent tables The number of times the agent completed a conference, that is, pushed the conference key a second time). Available on Generic 3 switches. This is a cumulative item. Agent trace tables Agent activated a conference. Available on Generic 3 switches. Call record tables Whether or not the answering agent initiated a conference on this segment. Valid values for CONFERENCE are 0=NO, 1=YES.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-52 Database Items CONNTALKTIME Database tables 2 2 The CONNTALKTIME item appears in the following database tables: VDN tables Talk time for all CONNECTCALLS, not including HOLDTIME. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-53 Database Items DA_ABNCALLS Database tables 2 2 The DA_ABNCALLS item appears in the following database tables: Agent tables The number of direct agent ACD calls that were abandoned by callers while in queue or ringing the agent’s voice terminal. Includes calls considered abandoned because their talk time was less than the phantom abandon call timer.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-54 Database Items DA_ACDTIME Database tables 2 2 The DA_ACDTIME item appears in the following database tables: Agent tables The talk time of all DA_ACDCALLS (does not include HOLDTIME). Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-55 Database Items Agent tables The talk time of all DA_ACWINCALLS (does not include HOLDTIME). Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-56 Database Items DA_ACWOOFFCALLS Database tables 2 2 The DA_ACWOOFFCALLS item appears in the following database tables: Agent tables The number of DA_ACWOCALLS that were made to an off- switch location. If these calls were placed by an adjunct on behalf of the agent (keyboard-dialed), they are also counted as DA_ACWOADJCALLS. Requires a Generic 3 switch with ASAI. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-57 Database Items DA_ACWTIME Database tables 2 2 The DA_ACWTIME item appears in the following database tables: Agent tables The duration of ACW associated with DA_ACDCALLS, including time on DA_ACWINCALLS and DA_ACWOCALLS. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. DA_ACWTIME includes DA_ACWINTIME and DA_ACWOTIME. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-58 Database Items DA_INQUEUE (real-time) Database tables 2 2 The DA_INQUEUE (real-time) item appears in the following database tables: Split/skill tables Current number of direct agent ACD calls waiting in this split’s/skill’s queue. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-59 Database Items DA_OLDESTCALL (real-time) Database tables 2 2 The DA_OLDESTCALL (real-time) item appears in the following database tables: Split/skill tables Length of time that the oldest direct agent ACD call has been waiting in queue or ringing at an agent position. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-60 Database Items DA_OTHERCALLS Database tables 2 2 The DA_OTHERCALLS item appears in the following database tables: Agent tables The number of direct agent calls that were redirected to another destination before being answered, for example, by call pickup, coverage or Redirection on No Answer. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-61 Database Items DA_RELEASE Database tables 2 2 The DA_RELEASE item appears in the following database tables: Agent tables The number of direct agent ACD calls released or dropped by the agent before the far end released. Requires an ECS with the ASAI or EAS feature for direct agent calling. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-62 Database Items DEFLECTCALLS Database tables 2 2 The DEFLECTCALLS item appears in the following database tables: Vector tables The number of calls deflected to the network through BSR. Requires the DEFINITY ECS R6 and later. This is a cumulative item. VDN tables Number of calls that were deflected to the network by BSR. Requires the R6 and later ECS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-63 Database Items DESTINATION (real-time) Database tables 2 2 The DESTINATION (real-time) item appears in the following database tables: Agent tables The type of outbound call destination for the call the agent is active on for any split/skill. Valid values can be PBX (internal call), OFF (external call), or as defined in the Dictionary. If the agent is not on an outbound call, the value is blank.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-64 Database Items DIGITS_DIALED Database tables 2 2 The DIGITS_DIALED item appears in the following database tables: Agent trace tables Digits the agent dialed to originate a call. Trunk access codes, feature access codes, account and authorization codes are not included. Available on Generic 3 switches.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-65 Database Items DISCCALLS Database tables 2 2 The DISCCALLS item appears in the following database tables: Split/skill tables For the Generic 3 Version 2 and newer switch releases, this also includes the number of CALLSOFFERED that were disconnected by the switch when the vector disconnect timer expired. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-66 Database Items DISCTIME Database tables 2 2 The DISCTIME item appears in the following database tables: Split/skill tables Time all DISCCALLS spent in this split’s/skill’s queue. For the Generic 3 Version 2 and newer switches (if the call is disconnected due to the expiration of the vector disconnect timer), this is the time until the call is disconnected by the switch. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-67 Database Items DISPOSITION Database tables 2 2 The DISPOSITION item appears in the following database tables: Call record tables Represents the call disposition and indicates whether the call in the segment was: 1= connected (CONN, non-ACD call to a measured agent) 2= answered (ANS, split/skill or direct agent call answered by an agent) 3= abandoned (ABAN) 4= interflowed (IFLOW) 5= forced busy (FBUSY) 6= forced di
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-68 Database Items DISPPRIORITY Database tables 2 2 The DISPPRIORITY item appears in the following database tables: Call record tables Priority the call had at its disposition in this segment. Priorities can be 1=NO or 2=YES (without vectoring), or 3=LOW, 4=MED, 5=HIGH, or 6=TOP (with vectoring). If the call never gets queued to a split/skill, the priority will not be set.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-69 Database Items DISPTIME Database tables 2 2 The DISPTIME item appears in the following database tables: Call record tables Wait time (in the vector, in queue, and ringing) until the disposition is recorded in DISPOSITION for the segment. For extension calls made directly to agents (not through a VDN), this will always be zero.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-70 Database Items Call record tables The total time the trunk was in use. This is the overall trunk holding time from the beginning of the call segment until the caller is disconnected. For the first segment of a call, this will be the trunk holding time for the caller for the entire call (from seized until idle). With a transfer, the original trunk remains associated with both call segments until the call ends.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-71 Database Items EVENT1-9 Database tables 2 2 The EVENT1-9 item appears in the following database tables: Split/skill tables Number of times each event (stroke count) feature button (feature button 1 to 9) was pressed by agents on split/skill or direct agent ACD calls or in after call work associated with an ACD call for this split/skill. Available with Generic 3 switches. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-72 Database Items EWTHIGH (real-time) Database tables 2 2 The EWTHIGH (real-time) item appears in the following database tables: Split/skill tables Switch-calculated expected wait time for calls queued at high priority to this split/skill. The expected wait time (EWT) is an estimate of how long a caller will wait in queue at HIGH priority until being served.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-73 Database Items EWTMEDIUM (real-time) Database tables 2 2 The EWTMEDIUM (real-time) item appears in the following database tables: Split/skill tables Switch-calculated expected wait time for calls queued at medium priority to this split/skill. The expected wait time is an estimate of how long a caller will wait in queue at MEDIUM priority until being served.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-74 Database Items EXT_CALL_ ORIG Database tables 2 2 The EXT_CALL_ORIG item appears in the following database tables: Agent trace tables Agent originated an external (off-switch) call. Available on Generic 3 switches. EXTENSION Database tables 2 2 The EXTENSION item appears in the following database tables: Agent tables The extension number for which data was collected. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-75 Database Items EXTYPE Database tables 2 2 The EXTYPE item appears in the following database tables: Agent exception table The type of exception that occurred: Value = Type 1 = Time Available 2 = Time on inbound ACD call (min) 3 = Time on inbound ACD call (max) 4 = Time in after call work 5 = Time on outbound ACW call 6 = Time on inbound ACW call 7 = Time in AUX work 8 = Time on outbound AUX call 9 = Time on inboun
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-76 Database Items 26 = Time ACD call spends ringing** 27 = Multiple logins on same extension 28 = Ringing call automatically redirected from agent 29 = Agent logged out with active/held calls 30 = Number of calls in direct agent queue 31 = Time call waited in direct agent queue 32 = Number calls abandoned from direct agent queue 34 = Number calls outflowed from direct agent queue 38 = Number of calls transferred 48 = Log
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-77 Database Items 34 = Number intraflowed-out calls 35 = Number interflowed-out calls 36 = Number calls offered while queue full* 37 = Number calls handled as backup 38 = Number calls transferred** 39 = Average speed of answer (seconds) 40 = Rolling average speed of answer (seconds) 41 = Expected wait time (priority top) 42 = Expected wait time (priority high) 43 = Expected wait time (priority medium) 44 = Expected wait
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-78 Database Items 34 = Number calls that flowed out of VDN 35 = Number calls interflowed out of VDN 37 = Number calls handled by backup split 71 = Time in vector (max) 72 = Number calls forced busy 73 = Number calls disconnected 74 = Number unsuccessful lookahead attempts 75 = Adjunct routing 76 = Rolling average speed of answer This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-79 Database Items FAVAILABLE (real-time) Database tables 2 2 The FAVAILABLE item appears in the following database tables: Split/skill tables The number of flex agents available (0-999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item. FAILURES Database tables 2 2 The FAILURES item appears in the following database tables: Trunk Group tables The number of trunk failures for this TKGRP.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-80 Database Items FINACW (real-time) Database tables 2 2 The FINACW item appears in the following database tables: Split/skill tables The number of flex agents in ACW for this skill (0-999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-81 Database Items FMETHOD Database tables 2 2 The FMETHOD item appears in the following database tables: Current day configuration tables Type of trending to use for forecast. Values are 0 = none, 1 = seasonal, 2 = current trending. FONACD (real-time) Database tables 2 2 The FONACD item appears in the following database tables: Split/skill tables The number of flex agents on ACD calls for this skill (0-999).
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-82 Database Items GNAGINRING (real-time) Database tables 2 2 The GNAGINRING item appears in the following database tables: Split/skill tables The number of greatest need agents logged into the split/skill who currently have ACD calls. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-83 Database Items GNINAUX (real-time) Database tables 2 2 The GNINAUX item appears in the following database tables: Split/skill tables The number of greatest need agents logged into the split/skill who are on inbound and outbound ACD calls for the split/skill. Available on the R6 ECS and later. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-84 Database Items GNONACD (real-time) Database tables 2 2 The GNONACD item appears in the following database tables: Split/skill tables The current number of greatest need POSITIONS that are on inbound and outbound ACD calls to this split/skill. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-85 Database Items GNONACWIN (real-time) Database tables 2 2 The GNONACWIN item appears in the following database tables: Split/skill tables The current number of greatest need POSITIONS that are in ACW for this split/skill and on inbound extension calls. These greatest need agents also appear in INACW.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-86 Database Items GNONAUXOUT (real-time) Database tables 2 2 The GNONAUXOUT item appears in the following database tables: Split/skill tables The current number of greatest need POSITIONS that are in AUX work or AVAILABLE or, for Generic 3 switches, including greatest need agents who have an ACD or AUXIN/AUXOUT call attributed to this split/skill on hold, and on outbound extension calls. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-87 Database Items GNOTHER (real-time) Database tables 2 2 The GNOTHER item appears in the following database tables: Split/skill tables The number of greatest need agents who are doing other work. Available on the R6 ECS and later.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-88 Database Items GNSTAFFED (real-time) Database tables 2 2 The GNSTAFFED item appears in the following database tables: Split/skill tables Current number of greatest need agents that are staffed in SPLIT. Available on the R6 ECS and later. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-89 Database Items HELD Database tables 2 2 The HELD item appears in the following database tables: Call record tables Total number of times this call was placed on hold by the answering agent in this call segment. With agent-to-agent calls, this count is incremented for the agent who puts the call on hold, but not for the calling agent. (For the ECS and Generic 3 switches, applies to all calls the agent put on hold.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-90 Database Items HOLDABNCALLS Database tables 2 2 The HOLDABNCALLS item appears in the following database tables: Split/skill tables Number of times split/skill ACD callers abandoned the call while on hold. Available on Generic 3 switches. This is a cumulative item. Agent tables The number of times callers abandoned from hold. For Generic 3 switches, HOLDABNCALLS applies to all calls the agent put on hold.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-91 Database Items HOLDACDTIME Database tables 2 2 The HOLDACDTIME item appears in the following database tables: Agent tables The time split/skill and direct agent ACD calls spent on hold at the agent’s voice terminal. This includes time on AUXIN or AUXOUT calls with the ACD calls on hold. This is a cumulative item. VDN tables The time spent by split/skill or direct agent ACD callers spent on hold.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-92 Database Items HOLDTIME Database tables 2 2 The HOLDTIME item appears in the following database tables: Split/skill tables Time spent by split/skill ACD callers on hold. Available on Generic 3 switches. This is a cumulative item. Agent tables The time spent by callers on hold. For Generic 3 switches, HOLDTIME is the time spent by split/skill ACD callers on hold. HOLDTIME includes HOLDACDTIME.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-93 Database Items I_ACDAUX_ OUTTIME Database tables 2 2 The I_ACDAUX_OUTTIME item appears in the following database tables: Split/skill tables Time during the collection interval that POSITIONS spent dialing and talking on AUXOUT calls with a split/skill ACD call for this split/skill on hold.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-94 Database Items I_ACDTIME Database tables 2 2 The I_ACDTIME item appears in the following database tables: Split/skill tables Time during the collection interval that POSITIONS were on split/skill ACD calls. This includes time on O_ACDCALLS as well as on ACDCALLS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-95 Database Items I_ACWOUTTIME Database tables 2 2 The I_ACWOUTTIME item appears in the following database tables: Split/skill tables The time during the collection interval that POSITIONS were in ACW for this split/skill, either associated with this split/skill ACD call or not associated with a call, and on outbound extension calls. This does not include time outbound extension calls spent on hold.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-96 Database Items I_ARRIVED Database tables 2 2 The I_ARRIVED item appears in the following database tables: VDN tables Number of calls that reached this VDN during this interval. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-97 Database Items I_AUXOUTTIME Database tables 2 2 The I_AUXOUTTIME item appears in the following database tables: Agent tables The time during the collection interval that the agent was in AUX work, AVAILABLE, or, for Generic 3 switches, including time when an ACD or AUXIN/AUXOUT call on hold and on outbound extension calls.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-98 Database Items I_AUXTIME0 Database tables 2 2 The I_AUXTIME0 item appears in the following database tables: Split/skill tables The time during the collection interval that POSITIONS were in AUX for reason code 0 in this split/skill. This includes time on extension calls from this AUX state. For switches with AUX reason codes active, this represents time agents spent in "system" AUX.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-99 Database Items I_DA_ACDTIME Database tables 2 2 The I_DA_ACDTIME item appears in the following database tables: Split/skill tables Time during the collection interval that the agent spent talking on direct agent ACD calls queued through this split/skill. I_DA_ACDTIME is a subset of I_OTHERTIME. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-100 Database Items I_INOCC Database tables 2 2 The I_INOCC item appears in the following database tables: Trunk group tables The total time during the collection interval that ALL trunks in the trunk group were occupied by incoming calls.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-101 Database Items I_OL2TIME Database tables 2 2 The I_OL2TIME item appears in the following database tables: Split/skill tables The amount of time, in seconds (0-3600), that the skill spent over threshold 2. Requires a DEFINITY ECS R6 or later with EAS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-102 Database Items Agent tables The time during the collection interval that POSITIONS were doing other work. I_OTHERTIME is collected for the time period after the link to the switch comes up or after the agent logs in and before the CMS receives notification of the agent’s state from the switch.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-103 Database Items I_RINGTIME Database tables 2 2 The I_RINGTIME item appears in the following database tables: Split/skill tables The 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.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-104 Database Items I_TAUXTIME Database tables 2 2 The I_TAUXTIME item appears in the following database tables: Split/skill tables The 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.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-105 Database Items ILN Database tables 2 2 The ILN item appears in the following database tables: VDN tables Internal line number (ILN) of the VDN extension. The ILN is used internally by the CMS to track data about a VDN. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-106 Database Items INAUX0 (real-time) Database tables 2 2 The INAUX0 item appears in the following database tables: Split/skill tables The current number of POSITIONS that are in AUX with reason code 0 (zero) for all splits/skills including agents on AUXIN/AUXOUT calls. For ECS with EAS and later ECS switches, reason code 0 (zero) is for "system" AUX work when reason codes are active.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-107 Database Items INCALLS Database tables 2 2 The INCALLS item appears in the following database tables: Trunk group tables The number of inbound calls that were carried by this TKGRP and that completed during the collection interval. INCALLS includes ABNCALLS, ACDCALLS, OTHERCALLS, CONNECTCALLS, and TRANSFERRED. INCALLS = ACDCALLS + ABNCALLS + OTHERCALLS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-108 Database Items INCOMPLETE Database tables 2 2 The INCOMPLETE item appears in the following database tables: Split/skill tables Indicates whether or not data is complete for this collection interval.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-109 Database Items Trunk tables This indicates whether or not data is complete for this collection interval. Data is incomplete whenever the link goes down and whenever tracking is aborted for calls, due to trunk failures, the trunk going maintenance busy with a call active (Generic 3), protocol failures with data collection active, or when split/skill or VDN call profile is changed with data collection active.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-110 Database Items Call work codes tables This indicates whether or not data is complete for this interval. Data is incomplete whenever the link goes down and whenever tracking is aborted for calls, due to trunk failures, the trunk going maintenance busy with a call active (Generic 3), protocol failures with data collection active, or when split/skill or VDN call profile is changed with data collection active.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-111 Database Items For Generic 3 with vectoring, calls answered by an agent in a nonprimary split/skill are counted as inflows to that split/skill. Calls that abandon from ringing at an agent’s voice terminal in a non- primary split/skill are also counted as inflows to that skill.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-112 Database Items INQUEUE (real-time) Database tables 2 2 The INQUEUE (real-time) item appears in the following database tables: Split/skill tables Current number of split/skill ACD calls waiting in queue. This is a status item. Vector tables The current number of INPROGRESS calls that are in split/skill or direct agent ACD queues. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-113 Database Items INTERFLOWCALLS Database tables 2 2 The INTERFLOWCALLS item appears in the following database tables: Split/skill tables Number of OUTFLOWCALLS that were redirected to a destination outside the switch. This is a cumulative item. Vector tables Number of OUTFLOWCALLS that were directed to an off- switch location. INTERFLOWCALLS includes LOOKFLOWCALLS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-114 Database Items Trunk tables The trunk holding time for all INCALLS carried by this trunk that completed during the collection interval. Trunk holding time is the time from the initial trunk seizure until the trunk goes idle (that is, until the caller drops, the agent releases the call, or the switch disconnects the call).
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-115 Database Items Trunk tables The number of minutes in the intrahour interval (15, 30, or 60). INTRVL applies to intrahour intervals only. This is an administrative item. Vector tables The number of OUTFLOWCALLS that were redirected to another vector by way of a "go to vector’’ command. Available on Generic 3 switches and on the ECS. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-116 Database Items ITN (index) Database tables 2 2 The ITN (index) item appears in the following database tables: Trunk tables The internal trunk number of the trunk. This is a row identifier item. KEYBD_DIALED Database tables 2 2 The KEYBD_DIALED item appears in the following database tables: Agent trace tables Call was keyboard dialed. Available on Generic 3 switches with the ASAI feature.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-117 Database Items LASTOBSERVER 2 Database tables 2 The LASTOBSERVER item appears in the following database tables: Call record tables Login ID of the last agent who service-observed or bridged on to this call. LEVEL (real-time) Database tables 2 2 The LEVEL item appears in the following database tables: Agent tables The skill level (1-16) or reserve level (1 or 2) for a reserve skill associated with SPLIT.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-118 Database Items Agent Trace table The equipment location ID associated with a particular agent. This is the location ID of the terminal the agent is logged into. It is associated with a port network location ID on DEFINITY, and is 1 – 44 characters long. An agent can be associated with many location IDs, and a location ID is not assigned to an agent until that agent logs into a terminal.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-119 Database Items Trunk group exception table Login ID of the agent reporting audio difficulty. This is a cumulative item. Malicious call trace exception table Login ID of the agent initiating a malicious call trace. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-120 Database Items LOGONSKILL220 (real-time) Database tables 2 2 The LOGONSKILL2-20 item appears in the following database tables: Agent tables This is a real-time item. The second through twentieth skills the agent logged in with. The number of skills per agent depends on the type of switch. Available on the ECS with the EAS feature and Generic 3 switches with the EAS feature. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-121 Database Items LOGOUT_DATE Database tables 2 2 The LOGOUT_DATE item appears in the following database tables: Agent login/logout tables Date on which the agent logged out. This field is a standard UNIX time field; that is, the time is stored as the number of seconds since January 1, 1970.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-122 Database Items VDN tables The number of look-ahead interflow attempts for calls in this VDN. Available on Generic 3 switches and on the ECS with the vectoring and look-ahead interflow features. LOOKATTEMPTS includes LOOKFLOWCALLS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-123 Database Items MALICIOUS (real-time) Database tables 2 2 The MALICIOUS item appears in the following database tables: Agent tables This is a real-time item. This indicates whether a malicious call trace is active for the agent for any split/skill. Values for MALICIOUS are 0= NO, 1 = YES. Available on Generic 3 switches (except for Generic 3i Version 1 switches). This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-124 Database Items VDN tables The maximum time that a call, recorded during the collection interval, waited in the VDN before being answered (ACD calls) or connected (nonACD calls), abandoning, being redirected, receiving a busy signal or being disconnected. This applies only to the first disposition of the call. This is a maximum value item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-125 Database Items MAXWAITING Database tables 2 2 The MAXWAITING item appears in the following database tables: VDN tables Maximum number of calls simultaneously in progress in the VDN during the collection interval. This is a maximum value item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-126 Database Items MCT Database tables 2 2 The MCT item appears in the following database tables: Agent trace tables The agent activated a malicious call trace. Available on Generic 3 switches.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-127 Database Items NETDISCCALLS Database tables 2 2 The NETDISCCALLS item appears in the following database tables: Vector tables Number of disconnected calls for the reply step in BSR. Requires the DEFINITY ECS R6 and later. This is a cumulative item. VDN tables Number of calls that disconnected from the BSR reply step. Requires the R6 and later ECS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-128 Database Items NETPOLLS Database tables 2 2 The NETPOLLS item appears in the following database tables: Vector tables Number of network polls for the consider steps in BSR. Requires the DEFINITY ECS R6 and later. This is a cumulative item. VDN tables Number of network polls for BSR consider steps. Requires the R6 and later ECS. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-129 Database Items Agent tables The number of split/skill and direct agent ACD calls that rang at this agent’s voice terminal and then were automatically redirected by the Redirection on No Answer feature because they were not answered. Split/skill ACD calls are requeued to the split/skill or VDN, direct agent ACD calls are redirected to the agent’s coverage path.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-130 Database Items NUMTGS Database tables 2 2 The NUMTGS item appears in the following database tables: VDN tables Number of trunk groups assigned to this VDN. This is an administrative item. NUMVDNS Database tables 2 2 The NUMVDNS item appears in the following database tables: Vector tables The current number of VDNs that are assigned to this VECTOR. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-131 Database Items O_ACDCALLS Database tables 2 2 The O_ACDCALLS item appears in the following database tables: Split/skill tables The number of ACDCALLS that were placed by an adjunct (outbound predictive dialing). O_ACDCALLS includes DA_ACDCALLS. Available for outbound calls on Generic 3 switches with the ASAI feature. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-132 Database Items O_ACWTIME Database tables 2 2 The O_ACWTIME item appears in the following database tables: Split/skill tables The duration of all after call work associated with O_ACDCALL status. Available for outbound calls on Generic 3 switches with the ASAI feature. O_ACWTIME is included in ACWTIME. This is a cumulative item. Agent tables The duration of all ACW associated with O_ACDCALLS.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-133 Database Items OBSERVINGCALL Database tables 2 2 The OBSERVINGCALL item appears in the following database tables: Call record tables Whether this call represents an agent observing or bridging on to an existing call. Valid values for OBSERVINGCALL are 0=NO, 1=YES.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-134 Database Items OLDEST_LOGON (real-time) Database tables 2 2 The OLDEST_LOGON (real-time) item appears in the following database tables: Agent tables The split/skill the agent has been logged into the longest. For Generic 3 switches with EAS, this is always the first administered skill. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-135 Database Items ONACDOUT (real-time) Database tables 2 2 The ONACDOUT (real-time) item appears in the following database tables: Split/skill tables The current number of POSITIONS that are on outbound calls placed by an adjunct to this split/skill. Available for outbound calls on Generic 3 switches with the ASAI feature. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-136 Database Items ONAUXIN (real-time) Database tables 2 2 The ONAUXIN (real-time) item appears in the following database tables: Split/skill tables The current number of POSITIONS that are in AUX work or AVAILABLE, or, for Generic 3 switches, including agents who have an ACD or AUXIN/AUXOUT call on hold, and on inbound extension calls, where SPLIT is OLDEST LOGON. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-137 Database Items Agent tables The current number of calls for any split/skill on hold at the agent’s station. ONHOLD includes ACDONHOLD. For Generic 3 switches, ONHOLD includes all calls. This is a status item. ORIGHOLDTIME Database tables 2 2 The ORIGHOLDTIME item appears in the following database tables: Call record tables The total time the call was put on hold by the originating agent.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-138 Database Items ORIGLOGIN Database tables 2 2 The ORIGLOGIN item appears in the following database tables: Call record tables Login ID of the agent originating the call. This is used for calls an agent originates to another agent, to an on-switch extension, or to an external destination.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-139 Database Items For Generic 3 switches with EAS, agents are logged into multiple splits and doing work for a split other than this one (on an ACD call or in callrelated ACW). For Generic 3 switches with multiple call handling, agents are available for other skills. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-140 Database Items Vector tables The number of INCALLS that were redirected out of the vector, given a busy signal, or were disconnected. OTHERCALLS includes BUSYCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-141 Database Items OUTBOUND (real-time) Database tables 2 2 The OUTBOUND (real-time) item appears in the following database tables: Trunk group tables The current number of trunks in this trunk group that are busy on outbound calls. OUTBOUND includes ADJUNCTOUT. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-142 Database Items OUTFLOWCALLS Database tables 2 2 The OUTFLOWCALLS item appears in the following database tables: Split/skill tables Number of CALLSOFFERED that were redirected to another destination while queued to this split/skill. This can happen under different circumstances, depending on the switch release and on whether vectoring is active or not.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-143 Database Items Vector tables The number of INCALLS that were redirected to another destination by way of a "go to vector’’ command or by a ’’route to’’ or ’’adjunct routing’’ command to a destination other than a split/skill or direct agent. (Calls that route to a split/skill or direct agent by way of a "route to,’’ "adjunct routing,’’ or "messaging split/skill’’ command are still tracked in the vector.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-144 Database Items OUTTIME Database tables 2 2 The OUTTIME item appears in the following database tables: Trunk group tables The trunk holding time for all OUTCALLS carried by trunks in this trunk group that completed during the collection interval.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-145 Database Items PERCENT (real-time) Database tables 2 2 The PERCENT (real-time) item appears in the following database tables: Agent tables The agent’s percent allocation (0-100) for a skill. Requires a DEFINITY ECS R6 or later with EAS. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-146 Database Items VDN tables This indicates whether or not service level increments PERIOD1 through PERIOD9 (as defined on the Call Center Administration: VDN Call Profile window) changed during the data collection interval. Valid values for PERIODCHG are 1 = YES and 0 = NO. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-147 Database Items POSITION (index) Database tables 2 2 The POSITION (index) item appears in the following database tables: Agent tables The position number associated with this EXTENSION. Agents in multiple splits (without EAS) have more than one POSITION. Agents in multiple skills (with EAS) have a single POSITION.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-148 Database Items PRIORITY (real-time) Database tables 2 2 The PRIORITY (real-time) item appears in the following database tables: Trunk tables The priority at which call was queued. Without vectoring, the values are YES, NO, or as defined in Dictionary. With vectoring, the values are LOW, MED, HIGH, TOP, or as defined in Dictionary.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-149 Database Items QUECOUNT (real-time) Database tables 2 2 The QUECOUNT (real-time) item appears in the following database tables: Trunk tables The number of ACD split/skill queues that the call is in. This is blank (NULL) when the trunk goes idle, gets forced busy, gets a forced disconnect, connects to a station or agent, or forwards out of the queue. Values: NULL, 1-3 This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-150 Database Items R1AGINRING (real-time) Database tables 2 2 The R1AGINRING item appears in the following database tables: Split/skill tables The number of reserve1 agents with this skill ACD call ringing (0-999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-151 Database Items R1INAUX (real-time) Database tables 2 2 The R1INAUX item appears in the following database tables: Split/skill tables The number of reserve1 agents in AUX work for this skill (0-999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-152 Database Items R1STAFFED (real-time) Database tables 2 2 The R1STAFFED item appears in the following database tables: Split/skill tables The number of agents staffing this skill as reserve1 (0-999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-153 Database Items R2INACW (real-time) Database tables 2 2 The R2INACW item appears in the following database tables: Split/skill tables The number of reserve2 agents in ACW for this skill (0-999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-154 Database Items R2OTHER (real-time) Database tables 2 2 The R2OTHER item appears in the following database tables: Split/skill tables The number of reserve2 agents in the OTHER work state for this skill (0999). Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-155 Database Items REASON Database tables 2 2 The REASON item appears in the following database tables: Data collection exception table The reason for the interruption of data collection.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-156 Database Items RETURNCALLS Database tables 2 2 The RETURNCALLS item appears in the following database tables: VDN tables Number of calls that reached this VDN via the VDN return destination feature. Available on Generic 3 Version 3 and newer switches. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-157 Database Items RINGTIME Database tables 2 2 The RINGTIME item appears in the following database tables: Split/skill tables The time this split/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.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-158 Database Items ROLE (real-time) Database tables 2 2 The ROLE item appears in the following database tables: Agent report tables The agent’s service role for the split. Values are: Top, Reserve, Backup, Standard, Roving, and Flex. Requires a DEFINITY ECS R6 or later with EAS. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-159 Database Items Call work codes tables The day for which data was collected or the exception occurred. This is a row identifier item. Agent login/logout tables The day for which data was collected or the exception occurred. Agent trace tables The day for which data was collected or the exception occurred. Current day configuration tables The day for which data was collected or the exception occurred.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-160 Database Items ROW_TIME Database tables 2 2 The ROW_TIME item appears in the following database tables: Call record tables The starting time for this segment. Agent exception table Time at which the exception occurred. This is a cumulative item. Split/skill exception table Time at which the exception occurred. This is a cumulative item. Trunk group exception table Time at which the exception occurred.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-161 Database Items SEGMENT Database tables 2 2 The SEGMENT item appears in the following database tables: Call record tables Number identifying the call segment. Segment numbers are from 1 up to the number of segments in the call. SEGSTART Database tables 2 2 The SEGSTART item appears in the following database tables: Call record tables UNIX time and date when the call segment started.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-162 Database Items SERVICELEVEL Database tables 2 2 The SERVICELEVEL item appears in the following database tables: Split/skill tables Number of seconds within which calls must be answered/connected in order to be considered acceptable (as defined on the Call Center Administration: Split/Skill Call Profile window). This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-163 Database Items SETUPTIME Database tables 2 2 The SETUPTIME item appears in the following database tables: Trunk group tables Amount of time from trunk seizure until OUTCALLS completed at the far end. Available on Generic 3 switches. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-164 Database Items SKILL1-3 Database tables 2 2 The SKILL1-3 item appears in the following database tables: VDN tables First, second, and third VDN skill assigned to this VDN. Available on Generic 3 and newer switches and on the ECS with EAS. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-165 Database Items SKILLTYPE Database tables 2 2 The SKILLTYPE item appears in the following database tables: Agent tables This is a real-time item. The type ("p." for primary or "s" for secondary) of the first skill that the agent logged into. Requires Generic 3 Version 2 switches with EAS.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-166 Database Items Agent login/logout tables Type ("p" for primary or "s" for secondary) of the second, third, and fourth skills the agent logged into. NOTE: For the ECS and later switch releases with the EAS feature, skill level 1 will be represented by "p," skill level 2 will be represented by "s," and skill levels 3 through 16 by blank. Users of more than 2 skill levels should use SKLEVEL instead of SKILLTYPE items.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-167 Database Items SKPERCENT Database tables 2 2 The SKPERCENT item appears in the following database tables: Agent tables The agent’s percent allocation for LOGONSKILL. Requires a DEFINITY ECS R6 or later with EAS. This is a status item. Agent login/logout tables The agent’s percent allocation for LOGONSKILL. Requires a DEFINITY ECS R6 or later with EAS.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-168 Database Items SLVLABNS Database tables 2 2 The SLVLABNS item appears in the following database tables: Split/skill tables Number of ABNCALLS whose time to abandon was less than or equal to this split/skill’s SERVICELEVEL. This is a cumulative item. VDN tables Number of ABNCALLS whose time to abandon was less than or equal to this VDN’s SERVICELEVEL. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-169 Database Items Agent tables This is an index item. The split number to which the EXTENSION is assigned to or the skill number that the agent logged into. This is a row identifier item. Trunk group tables The split/skill to which this TKGRP terminates. This is an administrative item. Trunk tables This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-170 Database Items SPLIT1 Database tables 2 2 The SPLIT1 item appears in the following database tables: Call record tables First split/skill the call queued to in the first VDN with which it was associated in the call segment. SPLIT2-3 Database tables 2 2 The SPLIT2 ... 3 items appear in the following database tables: Trunk tables This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-171 Database Items STARTED (real-time) Database tables 2 2 The STARTED (real-time) item appears in the following database tables: Agent tables Time of day that WORKMODE began. Valid values for STARTED are NULL and time-of day. This is a status item. Trunk tables The time of day that TKSTATE started. Valid values are NULL and timeof-day This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-172 Database Items Vector tables This is a real-time item. Start time of the interval for which data was collected. STARTTIME applies only to the interval table. This is a row identifier item. VDN tables Start time of the interval for which data was collected. STARTTIME applies only to the interval table. STARTTIME is a table index for the VDN table. This is a row identifier item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-173 Database Items TAGINRING (real-time) Database tables 2 2 The TAGINRING item appears in the following database tables: Split/skill tables The number of top agents logged into the skill who have ACD calls ringing and who are not doing anything else. Available with Generic 3 and newer switches with the EAS feature for top skills.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-174 Database Items TDA_INACW (real-time) Database tables 2 2 The TDA_INACW item appears in the following database tables: Split/skill tables The number of top agents logged into the skill who are in after call work associated with direct agent calls. TDA_INACW is a subset of TOTHER. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling. Available with Generic 3 switches.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-175 Database Items Trunk group exception table Limit, as a number of occurrences, administered for the exception type. An exception occurs when the trunk group’s activity falls outside of that limit. This is a cumulative item. VDN exception table Limit, as a number of occurrences, administered for the exception type. An exception occurs when the VDN activity falls outside of that limit. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-176 Database Items TI_AUXTIME0 Database tables 2 2 The TI_AUXTIME0 item appears in the following database tables: Agent tables The time the agent spent in AUX with reason code 0 (zero). This is time in "system" AUX for switches with AUX reason codes active. It is the same as TI_AUXTIME for switches without AUX reason codes active. "TI_" time is only stored for the skill logged in to the longest.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-177 Database Items TI_AVAILTIME Database tables 2 2 The TI_AVAILTIME item appears in the following database tables: Agent tables The time during the collection interval that the agent was in the available state for split/skill or direct agent ACD calls in any split/skill. TI_AVAILTIME is recorded for the split/skill that was the OLDEST_LOGON.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-178 Database Items TI_STAFFTIME Database tables 2 2 The TI_STAFFTIME item appears in the following database tables: Agent tables The time during the collection interval that the agent was staffed in any split/skill. "TI_" time is only stored for the split/skill logged into the longest.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-179 Database Items VDN exception table Limit, as a number of seconds, administered for timed exceptions types. An occurrence is logged against the threshold when the VDN activity falls outside of that limit. This is a cumulative item. Vector exception table Limit, as a number of seconds, administered for timed exceptions types.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-180 Database Items TINAUX0 (real-time) Database tables 2 2 The TINAUX0 item appears in the following database tables: Split/skill tables The number of top agents logged into the skill who are in the AUX work for reason code 0 (zero) for all splits/skills or on AUXIN/AUXOUT calls for AUX with reason code 0 (zero). For the ECS with EAS, reason code 0 (zero) is for "system" AUX work when reason codes are active.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-181 Database Items Trunk tables This is an index item. The trunk group number to which the trunk is assigned. This is an administrative item. Call record tables Trunk group number for which data was collected (or for which an exception occurred). This will be null if the trunk group carrying the call is not measured.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-182 Database Items TONACD (real-time) Database tables 2 2 The TONACD item appears in the following database tables: Split/skill tables The number of top agents logged into the skill who are on inbound and outbound ACD calls for the skill. Available with Generic 3 and newer switches with the EAS feature for top skills. However, "top" database items are only significant for Generic 3 switches and the ECS with EAS.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-183 Database Items TONACWIN (real-time) Database tables 2 2 The TONACWIN item appears in the following database tables: Split/skill tables The number of top agents that are in ACW for this skill and on inbound extension calls. These agents also appear in TINACW. Available with Generic 3 switches. However, "top" database items are only significant for Generic 3 switches and the ECS with EAS. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-184 Database Items TONAUXOUT (real-time) Database tables 2 2 The TONAUXOUT item appears in the following database tables: Split/skill tables The number of top agents that are in AUX work or AVAILABLE. For Generic 3 switches, including agents with an ACD or AUXIN/AUXOUT call attributed to this split/skill on hold and on inbound extension calls. Available with Generic 3 switches.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-185 Database Items TOT_PERCENTS (real-time) Database tables 2 2 The TOT_PERCENTS item appears in the following database tables: Split/Skill tables The total staffed agent percentages allocated to the skill. Requires a DEFINITY ECS R6 or later with EAS. This is a real-time item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-186 Database Items TRANSFERRED Database tables 2 2 The TRANSFERRED item appears in the following database tables: Split/skill tables The number of ACDCALLS that were transferred to another destination. For Generic 3 switches, includes all split/skill calls transferred. This is a cumulative item. Agent tables Number of calls the agent transferred to another destination.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-187 Database Items TRENDBASE Database tables 2 2 The TRENDBASE item appears in the following database tables: Current day configuration tables Base date for seasonal trending. TRUNKS Database tables 2 2 The TRUNKS item appears in the following tables: Trunk group tables The current number of trunks assigned to this TKGRP. This is an administrative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-188 Database Items TYPE (real-time) Database tables 2 2 The TYPE (real-time) item appears in the following database tables: Agent tables The skill type ("p" for primary or "s" for secondary) associated with the SPLIT. Available on Generic 3 switches with EAS/vectoring feature.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-189 Database Items VDISCCALLS Database tables 2 2 The VDISCCALLS item appears in the following database tables: Vector tables The number of calls forced to disconnect because the vector disconnect timer timed out or because the call reached a vector stop without being queued. "Vector stop" means an explicit "stop" vector command, the end of the vector, or the call executed 1000 vector steps.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-190 Database Items Trunk tables This is a real-time item. The VDN that is associated with the current call. This stays set until the trunk idles, at which time it is set to NULL. Available on Generic 3 switches with vectoring. This is a status item. VDN tables This is an index item. Vector directory number associated with this VDN. This is a row identifier item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-191 Database Items VDN tables This is an index item. Vector number associated with this VDN. This is an administrative item. VDN exception table Vector number associated with this VDN or for which the exception occurred. This is a cumulative item. Vector exception table Vector number that this row represents, or for which the exception occurred. This is a cumulative item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-192 Database Items WORKMODE (real-time) Database tables 2 2 The WORKMODE item appears in the following database tables: Agent tables This is a real-time item. The current work mode of the agent. Agent work modes include: AVAIL, ACD, ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and UNSTAFF. If the agent has not been logged in during the collection interval, the value is blank. This is a status item.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-193 Database Items Note: WORKSKILL differs from WORKSPLIT only in the case that the agent is available. In this case, WORKSKILL will be blank and WORKSPLIT will contain one of the split/skills in which the agent is available. For releases with the EAS feature active, it is recommended to use WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 3 Version 2 or later switch with the EAS feature.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-194 Database Items ● When an agent is on an AUXIN call with an ACD call on hold (this is OLDEST_LOGON split/skill). ● When an agent is on an AUXOUT call with an ACD call on hold (this is the split/skill associated with the ACD call). Note: WORKSKILL differs from WORKSPLIT only in the case that the agent is available.
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-195 Switch cross-reference Switch cross-reference Overview Purpose 2 2 Switch crossreference information Split/Skill database items 2 The following tables list which database items are supported by each of the switch releases. 2 2 The following table lists which Split/Skill database items are supported by each of the switch releases.
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-196 Switch cross-reference Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACDAUXOUTCALLS X X X X X X ACDCALLS X X X X X X ACDCALLS1-10 X X X X X X ACDTIME X X X X X X ACWINCALLS X X X X X X ACWINTIME X X X X X X ACWOUTADJCALLS X X X X X X ACWOUTCALLS X X X X X X ACWOUTOFFCALLS X X X X X X ACWOUTOFFTIME X X X X X X ACWOUTTIME X X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-197 Switch cross-reference Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 CONFERENCE X X X X X X DA_ACWINCALLS X X X X X X DA_ACWINTIME X X X X X X DA_ACWOCALLS X X X X X X DA_ACWOTIME X X X X X X DA_INACW X X X X X X DA_INQUEUE X X X X X X DA_INRING X X X X X X DA_OLDESTCALL X X X X X X DA_ONACD X X X X X X DEQUECALLS X X X X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-198 Switch cross-reference Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 GNINACW X X X GNINAUX X X X GNINAUX0 X X GNINAUX1-9 X X X X GNONACDAUXOUT X X GNONACDOUT X X GNONACWIN X X GNONACWOUT X X GNONAUXIN X X GNONAUXOUT X X GNDA_INACW X X GNDA_ONACD X X GNONACD X GNOTHER X X X GNSTAFFED X X X HIGHCALLS X X X X X X HOLDABNCALLS X X X X X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-199 Switch cross-reference Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 I_AUXOUTTIME X X X X X X I_AUXTIME X X X X X X I_AUXTIME0 X X X X X X EAS X X X I_AUXTIME1-9 I_AVAILTIME X X X X X X I_DA_ACDTIME X X X X X X I_DA_ACWTIME X X X X X X I_NORMTIME X X X I_OL1TIME X X X I_OL2TIME X X X I_OTHERTIME X X X X X X I_RINGTIME X X X X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-200 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 MAXOCWTIME X X X X X X MAXSTAFFED X X X X X X MAXTOP t t t t t t X X X MAX_TOT_PERCENTS MEDCALLS X X X X X X NOANSREDIR X X X X X X O_ABNCALLS X X X X X X O_ACDCALLS X X X X X X O_ACDTIME X X X X X X O_ACWTIME X X X X X X O_OTHERCALLS X X X X X X OLDESTCALL
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-201 Switch cross-reference G3V2/ G3V3 Database Item ECS R5 ECS R6 ECS R7 ECS R8 X X X X R1AGINRING X X X R1AVAILABLE X X X R1INACW X X X R1INAUX X X X R1ONACD X X X R1OTHER X X X R1STAFFED X X X R2AGINRING X X X R2AVAILABLE X X X R2INACW X X X R2INAUX X X X R2ONACD X X X R2OTHER X X X R2STAFFED X X X POSITIONS X G3V4 X RINGCALLS X X X X X X RING
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-202 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 TDA_INACW t t t t t t TDA_ONACD t t t t t t TINACW t t t t t t TINAUX t t t t t t TINAUX0 t t t t t t EAS X X X TINAUX1-9 TONACD t t t t t t TONACDAUXOUT t t t t t t TONACDOUT t t t t t t TONACWIN t t t t t t TONACWOUT t t t t t t TONAUXIN t t t t t t
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-203 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS X X X X X X ABNTIME X X X X X X ACD X X X X X X ACD_RELEASE X X X X X X ACDAUXOUTCALLS X X X X X X ACDCALLS X X X X X X ACDONHOLD X X X X X X ACDTIME X X X X X X ACWINCALLS X X X X X X ACWINTIME X X X X X X ACWOUTADJCALL X X X X X X ACWOUTCALLS
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-204 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 AUXOUTOFFTIME X X X X X X AUXOUTTIME X X X X X X AUXREASON X* X* X* X* X* X* AWORKMODE X X X X X X CHANGED X X X X X X CONFERENCE X X X X X X DA_ABNCALLS X X X X X X DA_ABNTIME X X X X X X DA_ACDCALLS X X X X X X DA_ACDTIME X X X X X X DA_ACWINCALLS X X X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-205 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 DURATION X X X X X X EVENT1-9 X X X X X X EXTENSION X X X X X X X X X GNSKILL HOLDABNCALLS X X X X X X HOLDACDTIME X X X X X X HOLDCALLS X X X X X X HOLDTIME X X X X X X I_ACDAUXINTIME X X X X X X I_ACDAUX_OUTTIME X X X X X X I_ACDOTHERTIME X X X X X X I_ACD
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-206 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 LOGID X X X X X X LOGONSKILL e e e e e e LOGONSKILL2-4 EAS EAS EAS EAS EAS EAS LOGONSKILL5 EAS EAS EAS EAS LOGONSKILL6-20 EAS EAS EAS EAS LOGONSTART X X X X X X MALICIOUS X X X X X X X X X X X MOVEPENDING NOANSREDIR X X X X X X O_ACDCALLS X X X X X X O_ACDTIME X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-207 Switch cross-reference G3V2/ G3V3 Database Item SKILLTYPE For ECS R5, these items are populated with "p" for skill level 1, "s" for skill level 2, and "blank" for skill levels 3-16.
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-208 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 WORKMODE X X X X X X WORKSKLEVEL EAS EAS EAS EAS EAS EAS WORKSKILL X X X X X X WORKSPLIT X X X X X X WORKSPLIT2-3 X X X X X X WORKSPLIT4 X X X X X X WORKSPLIT5 EAS EAS EAS EAS WORKSPLIT6-20 EAS EAS EAS EAS Trunk group database items 2 The following table lists the Trunk Group
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-209 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 BH_INCALLS X X X X X X BH_INTIME X X X X X X BH_OABNCALLS X X X X X X BH_OACDCALLS X X X X X X BH_OOTHERCALLS X X X X X X BH_OTHERCALLS X X X X X X BH_OUTCALLS X X X X X X BH_OUTTIME X X X X X X BH_STARTTIME X X X X X X BACKUPCALLS X X X X X X X X X BLOCKAGE
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-210 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 O_ABNCALLS X X X X X X O_ACDCALLS X X X X X X O_OTHERCALLS X X X X X X OTHERCALLS X X X X X X OUTBOUND X X X X X X OUTCALLS X X X X X X OUTTIME X X X X X X ROW_DATE X X X X X X SETUPTIME X X X X X X SHORTCALLS X X X X X X SPLIT X X X X X X STARTTIME X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-211 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 EQLOC X X X X X X (8 char) EXTENSION X X X X X X X X X FAILURES I_INOCC X X X X X X I_OUTOCC X X X X X X INCALLS X X X X X X INCOMPLETE X X X X X X INTIME X X X X X X INTRVL X X X X X X ITN X X X X X X LOC_ID X LOGID X X X X X X MBUSYTIME X X X X X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-212 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SPLIT2-3 X X X X X X STARTED X X X X X X STARTTIME X X X X X X TKGRP X X X X X X TKSTATE X X X X X X VDN X X X X X X VECTOR X X X X X X Vector Database items 2 The following table lists which Vector database items are supported by each of the switch releases: G3V2/ G3V3 Database
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-213 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 INCALLS X X X X X X INCOMPLETE X X X X X X INFLOWCALLS X X X X X X INPROGRESS X X X X X X INQUEUE X X X X X X INRING X X X X X X INTERFLOWCALLS X X X X X X INTIME X X X X X X INTRVL X X X X X X LOOKATTEMPTS X X X X X X LOOKFLOWCALLS X X X X X X NETDISCCA
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-214 Switch cross-reference VDN Database items 2 The following table lists which VDN database items are supported by each of the switch releases: G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ABNCALLS X X X X X X ABNCALLS1-10 X X X X X X ABNQUECALLS X X X X X X ABNRINGCALLS X X X X X X ABNTIME X X X X X X ACCEPTABLE X X X X X X ACD X X X X X X ACDCALLS
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-215 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 BSRPLAN ECS R6 ECS R7 ECS R8 X X X BUSYCALLS X X X X X X BUSYTIME X X X X X X CONNECTCALLS X X X X X X CONNECTTIME X X X X X X CONNTALKTIME X X X X X X X X X DEFLECTCALLS DISCCALLS X X X X X X DISCTIME X X X X X X HOLDABNCALLS X X X X X X HOLDACDCALLS X X X X X X HOLDACDTIME X X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-216 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 MAXOCWTIME X X X X X X MAXWAITING X X X X X X NETDISCCALLS X X X NETINCALLS X X X NETINTIME X X X NETPOLLS X X X NOANSREDIR X X X X X X NUMTGS X X X X X X OLDESTCALL X X X X X X OTHERCALLS X X X X X X OTHERTIME X X X X X X OUTFLOWCALLS X X X X X X OUTFLOWTIME
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-217 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SVCLEVELCHG X X X X X X TRANSFERRED X X X X X X VDISCCALLS X X X X X X VDN X X X X X X VECTOR X X X X X X Call work codes database items 2 The following table lists the Call Work Codes database items and the switches each item applies to: G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-218 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 LOGIN X X X X X X LOGONSKILL2-4 X (EAS) X (EAS) X (EAS) X (EAS) X (EAS) X (EAS) LOGONSKILL5 X (EAS) X (EAS) X (EAS) X (EAS) LOGONSKILL6-20 X (EAS) X (EAS) X (EAS) X (EAS) LOGOUT X X X X X X LOGOUT_DATE X X X X X X X (EAS) X (EAS) X (EAS) X (EAS) X X X X X X X X LOGOUTREASON OUTFLA
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-219 Switch cross-reference G3V2/ G3V3 Database Item G3V4 CALLING_II ECS R5 ECS R6 ECS R7 ECS R8 X X X X CALLING_PTY X X X X X X CONFERENCE X X X X X X DIGITS_DIALED X X X X X X DIRECTION X X X X X X DURATION X X X X X X EVENT_TIME X X X X X X EXT_CALL_ORIG X X X X X X KEYBD_DIALED X X X X X X LOC_ID X LOGID (index) X X X X X X LOGOUTREASON X
CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations 2-220 Switch cross-reference Current day configuration database items The following table lists which Current Day Configuration database items are supported by each of the switch releases: 2 G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACD X X X X X X CHANGE X X X X X X CHPROF X X X X X X FMETHOD X X X X X X HDATE1 X X X X X X HDATE2 X X X X X X HDATE3 X X
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-221 Switch cross-reference G3V2/ G3V3 Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 NUMAGREQ X X X X X X RAGOCC X X X X X X RAVGSPEEDANS X X X X X X ROW_DATE X X X X X X RSERVLEVELP X X X X X X SERVLEVELP X X X X X X SERVLEVELT X X X X X X SPLIT X X X X X X STARTTIME X X X X X X Call record database items Database Item 2 The following table lists w
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-222 Switch cross-reference Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 DA_QUEUED X X X X X X DIALED_NUM X X X X X X DISPIVECTOR X X X X X X DISPOSITION X X X X X X DISPPRIORITY X X X X X X X (EAS) X (EAS) X (EAS) X (EAS) DISPSKLEVEL DISPSPLIT X X X X X X DISPTIME X X X X X X DISPVDN X X X X X X DURATION X X X X X X EQLOC X X X X
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-223 Switch cross-reference Database Item G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ROW_TIME X X X X X X SEGMENT X X X X X X SEGSTART X X X X X X SEGSTOP X X X X X X SEQNUM X X X X X X SPLIT1 X X X X X X SPLIT2 X X X X X X SPLIT3 X X X X X X TALKTIME X X X X X X TKGRP X X X X X X TRANSFERRED X X X X X X X X X UCID
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-224 Search values and calculations Search values and calculations Overview 2 Purpose 2 Organization 2 Agent state and row search values crossreference Agent state and row search table of values 2 This section presents database search values and calculations.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-225 Search values and calculations Status Database Items AG_PREF ALL_BUSY PER_CHG SLVL_CHG TKSTATE TK_DIR TK_PRI TK_QTYPE Values for Row Search State Names LVL 1 NEED 2 YES 1 NO 0 YES 1 NO 0 YES 1 NO 0 UNKNOWN 0 IDLE 1 SEIZED 2 QUEUED 3 CONN 4 DABN 5 MBUSY 6 FBUSY 7 FDISC 8 HOLD 9 RINGING 80 IN 2 OUT 1 YES 1 NO 0 MAIN 1 BACKUP 2
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-226 Search values and calculations Status Database Items WORKMODE Values for Row Search State Names UNKNOWN 0 UNSTAF 10 AVAIL 20 ACD 30 ACW 40 AUX 50 DACD 60 DACW 70 OTHER 220 RING 80 LOGON 100 LOGOFF 110 TRACE ON 120 TRACE OFF 121
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-227 Search values and calculations Call disposition and row search values crossreference Call disposition and row search table of values 2 Use the following table to identify how CentreVu CMS stores Call Disposition and the applicable row search values: 2 Values for Row Search Status Database Items State Names DISPOSITION CONN 1 ANS 2 ABAN 3 IFLOW 4 FBUSY 5 FDISC 6 OTHER 7
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-228 Calculations Calculations Overview Purpose Standard Dictionary Calculations Standard Dictionary Calculations Table 2 2 2 These are the calculations used in real-time and historical reports. You can also use them in custom reports. Do not modify any of the standard CentreVu CMS Dictionary calculations. If you modify the standard calculations the meaning of the data will be changed.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-229 Calculations Calculation Name Calculation Description AVG_ACW_TIME_SUM sum(ACWTIME) / sum(ACDCALLS) Total average ACW time. AVG_ACWAUX_OUT_CALLS sum(ACWOUTOFFTIME + AUXOUTOFFTIME) / sum(ACWOUTOFFCALLS + AUXOUTOFFCALLS) Average time for offswitch calls while in ACW or AUX. AVG_AGENT_ACW_SUM sum(TOTAL_ACWTIME) / sum(TOTAL_ACDCALLS) Total average agent ACW time.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-230 Calculations Calculation Name Calculation Description AVG_HOLD_TIME_SUM sum(HOLDTIME) / sum(HOLDCALLS) Total average hold time. AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) / (TOTAL_ACDCALLS O_ACDCALLS) The average inbound ACD time. AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) / INBOUND_ACDCALLS The average inbound ACW time.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-231 Calculations Calculation Name Calculation Description AVG_TALK_TIM_OUT_SUM sum(ACWOUTTIME + AUXOUTTIME) / sum(ACWOUTCALLS + AUXOUTCALLS) Extension out calls total average talk time AVG_TOP_STAFF_SUM sum(TOT_I_ACDACW_SUM + TOT_I_ACDHOLD_SUM + TOP_AVAUXTIME_SUM)/sum(INTR VL*60) Average positions staffed for EAS, summed over all records found in the search, making use of the top agent concept to avoid double- co
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-232 Calculations Calculation Name Calculation Description AVG_VDN_ACW_SK2_TIME SKILLACWTIME2/SKILLCALLS2 Average time spent in ACW for VDN skill preference 2. AVG_VDN_ACW_SK3_TIME SKILLACWTIME3/SKILLCALLS3 Average time spent in ACW for VDN skill preference 3. AVG_VDN_TIME INTIME / INCALLS Average VDN time. AVG_VDN_TIME_SUM sum(INTIME) / sum(INCALLS) Total average time in VDN.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-233 Calculations Calculation Name Calculation Description EXT_IN_TIME (I_ACWINTIME + I_AUXINTIME) Time on incoming extension calls. EXT_OUT_TIME (I_ACWOUTTIME + I_AUXOUTTIME) Time on outgoing extension calls. FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex agents on ACD calls, ringing, or in ACW for this skill.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-234 Calculations Calculation Name Calculation Description MAX_FTE_AGENTS MAX_TOT_PERCENTS / 100 The maximum number of full-time equivalent agents on this skill. PERCENT_ACD_TIME 100 * ((I_ACDTIME + I_ACWTIME) / I_STAFFTIME) Percentage of time agents spend on split/skill ACD calls and in ACW.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-235 Calculations Calculation Name Calculation Description PERCENT_ALL_MBUSY_I 100*(MBUSYTIME)/(INTERVL*60)su m(TRUNKS) Percent of time all trunks were maintenance busy. PERCENT_AUX_WORK 100 * (I_AUXTIME / I_STAFFTIME) Percentage time agents spent in AUX. PERCENT_AUX_WORK_SUM 100 * (sum(I_AUXTIME) / sum(I_STAFFTIME)) Total percentage time agents spent in AUX.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-236 Calculations Calculation Name Calculation Description PERCENT_MBUSY_SUM_M 100 * (sum(MBUSYTIME) / (avg(m_secs.SECSPERMN) * sum(TRUNKS))) Percent of time all trunks were maintenance busy during the month. PERCENT_MBUSY_SUM_W 100 * (sum(MBUSYTIME) / (avg(w_secs.SECSPERWK) * TRUNKS)) Percent of time all trunks were maintenance busy during the week.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-237 Calculations Calculation Name Calculation Description R1ACTIVE_AGT R1AGINRING + R1ONACD + R1INACW The number of reserve1 agents on ACD calls, ringing, or in ACW for this skill. R2ACTIVE_AGT R2AGINRING + R2ONACD + R2INACW The number of reserve2 agents on ACD calls, ringing, or in ACW for this skill. SECS_PER_DAY (24 * 60 * 60) Seconds per day.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-238 Calculations Calculation Name Calculation Description TOT_I_ACDHOLD_SUM sum(I_ACDOTHERTIME + I_ACDAUXINTIME + I_ACDAUX_OUTTIME) Subcalculation that supports the new AVG_TOP_STAFF_S UM calculation. Sum of the time agents spent with ACD calls on hold. TOTAL_I_ACDACW sum (I_ACDTIME + I_ACWTIME +I_DA_ACDTIME+I_DA_ACWTIME +I_RINGTIME) Subcalculation that supports the new AVG_TOP_STAFF calculation.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-239 Calculations Reports-specific Calculations 2 Overview 2 Calculations table 2 The calculations in this section have been added specifically to support reports modified for V8 CentreVu Supervisor. These calculations present information supporting CentreVu Advocate and Virtual Routing. They are not standard CMS calculations and are not part of the CMS database, althouigh they draw data from the database.
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-240 Calculations Calculation Name Calculation Description Database Table % Busy 100 * BUSYCALLS / INCALLS The number of the total calls to a VDN that were busy, expressed as a percentage. Used in interval, weekly, and monthly reports. hvdn, mvdn, wvdn % Flow Out 100 * OUTFLOWCALLS) / INCALLS The number of the total calls to a VDN that were redirected to another VDN, expressed as a percentage.
CentreVu® CMS R3V8 Database Items and Calculations Index IN-1 Index Symbols % Aban . . . . . . . . . . . . . . % Agent Occup (Group) w/ACW . % Agent Occup (Group) w/o ACW % Busy . . . . . . . . . . . . . . % Disconnect . . . . . . . . . . . % Flow Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-239 . . . . 2-240 . . . . 2-240 2-239, 2-240 . . . . 2-239 . . . . 2-240 A Abandoned Call . . . . . . . . . . . . . . Abandoned Calls . . . . . . . . . . . . . ABNCALLS . . . . . . .
CentreVu® CMS R3V8 Database Items and Calculations Index IN-2 AVG_CONNECT_TIME_SUM AVG_DEQUE_ACD_TIME . . AVG_EQV_AGENTS_STFD . AVG_HOLD_TIME . . . . . . AVG_HOLD_TIME_SUM . . . AVG_INB_ACD_TIME . . . . AVG_INB_ACD_TIME_SUM . AVG_INB_ACW_TIME . . . . AVG_INB_ACW_TIME_SUM. AVG_OUTB_ACD_SUM . . . AVG_OUTB_ACD_TIME . . . AVG_OUTB_ACW_SUM . . . AVG_OUTB_ACW_TIME. . . AVG_POS_STAFF . . . . . . AVG_POS_STAFF_SUM. . . AVG_TALK_TIM_OUT_SUM . AVG_TALK_TIME_IN. . . . . AVG_TALK_TIME_IN_SUM . AVG_TALK_TIME_OUT . . .
CentreVu® CMS R3V8 Database Items and Calculations Index IN-3 DA_ACWINCALLS . . . . . . DA_ACWINTIME . . . . . . . DA_ACWOADJCALLS . . . . DA_ACWOCALLS . . . . . . DA_ACWOOFFCALLS . . . . DA_ACWOOFFTIME . . . . . DA_ACWOTIME . . . . . . . DA_ACWTIME . . . . . . . . DA_ANSTIME . . . . . . . . DA_INACW (real-time) . . . . DA_INQUEUE (real-time) . . DA_INRING (real-time) . . . . DA_OLDESTCALL (real-time) DA_ONACD (real-time). . . . DA_OTHERCALLS . . . . . . DA_OTHERTIME . . . . . . . DA_QUEUED. . . . . . . .
CentreVu® CMS R3V8 Database Items and Calculations Index IN-4 H hagent . . . . . . . . . . . . . . . . . . . . . . 1-14 haglog. . . . . . . . . . . . . . . . . . . . . . . 1-15 hcwc . . . . . . . . . . . . . . . . . . . . . . . 1-15 HDATE1-4 . . . . . . . . . . . . . . . . . . . . 2-88 HELD . . . . . . . . . . . . . . . . . . . . . . . 2-89 HIGHCALLS . . . . . . . . . . . . . . . . . . . 2-89 Hold . . . . . . . . . . . . . . . . . . . . . . . . 1-10 Hold Tracking (G3, G2, System 85) . . . . . . .
CentreVu® CMS R3V8 Database Items and Calculations Index IN-5 MAXINQUEUE . . . . . . . . . . . . . . . . . 2-123 MAXOCWTIME . . . . . . . . . . . . . . . . . 2-123 MAXSTAFFED . . . . . . . . . . . . . . . . . 2-124 MAXTOP . . . . . . . . . . . . . . . . . . . . 2-124 MAXWAITING . . . . . . . . . . . . . . . . . 2-125 MBUSY (real-time) . . . . . . . . . . . . . . . 2-125 MBUSYTIME . . . . . . . . . . . . . . . . . . 2-125 MCT . . . . . . . . . . . . . . . . . . . . . . 2-126 mctex . . . . . . . . . . . . .
CentreVu® CMS R3V8 Database Items and Calculations Index IN-6 Phantom Abandon Calls . . PHANTOMABNS . . . . . . POSITION (index) . . . . . POSITIONS. . . . . . . . . PREFERENCE . . . . . . . Presentation Administrative data . . . Calculations . . . . . . . Call-based data . . . . . Cumulative data . . . . . Database Items . . . . . Inter-based data . . . . . Status data. . . . . . . . Switch Reference Tables PRIORITY (real-time) . . . . PRIORITY2-3 (real-time) . . psplit . . . . . . . . . . . . ptkgrp . .
CentreVu® CMS R3V8 Database Items and Calculations Index IN-7 T Table Names . . . . . . . TAGINRING . . . . . . . TALKTIME . . . . . . . . TAVAILABLE . . . . . . . TDA_INACW . . . . . . . TDA_ONACD . . . . . . . Terminology . . . . . . . tgex . . . . . . . . . . . . THRESHOLD . . . . . . . TI_AUXTIME . . . . . . . TI_AUXTIME0 . . . . . . TI_AUXTIME1-9 . . . . . TI_AVAILTIME . . . . . . TI_OTHERTIME . . . . . TI_STAFFTIME . . . . . . TIME . . . . . . . . . . . TINACW . . . . . . . . . TINAUX . . . . . . .
Index CentreVu® CMS R3V8 Database Items and Calculations IN-8
How Are We Doing? Document Title: CentreVu® Call Management System Release 3 Version 8 Database Items and Calculations Document No.: 585-210-939 Issue 1 Date: December 1999 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1.
