Nortel CC MIS User Manual page 562

Historical database
Table 58:
Table
d_agent
w_agent
m_agent
d_lob
w_lob
m_lob
d_acddn
w_acddn
m_acddn
d_WALK
w_WALK
m_WALK
l_agent
A record is stored in the database for each unique key as determined from
Table 58 on page 561. For example, if an agent is moved to another
supervisor within an interval, two records exist for that agent ID within the
interval because the two supervisor IDs cause two distinct keys (with all
other portions of the key being identical).
A record only exists if there is data associated with the key. For example, if
no calls are processed in a particular group within an interval, then no
i_accddn record is stored in the database for that group in that interval. This
means that during periods in which there is no switch activity or the link is
down, no records are stored in the database. Reports generated do not
contain data for this time period.
562
Historical database tables (Part 2 of 2)
# of bytes
164
164
28
120
24
16
Record key
agent ID, supervisor ID, destination group,
day (or week or month)
agent ID, supervisor ID, destination group,
week (or month)
destination group, LOB code, interval,
agent, subgroup
source ACD-DN, source group, day (or
week or month)
source group, day (or week or month),
walk code
agent ID, event (login, logout, walkaway,
return from walkaway), day, time
Call Center Management Information System
Standard 2.0