Page 1 CentreVu Call Management System Release 3 Version 8 Database Items and Calculations 585-210-939 Comcode 108502345 Issue 1 December 1999...
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Page 5: Table Of Contents
CentreVu® CMS R3V8 Database Items and Calculations CentreVu® Call Management System Release 3 Version 8 Database Items and Calculations Table of Contents Preface ......Introduction .
Page 6 CentreVu® CMS R3V8 Database Items and Calculations Move Agent While Staffed (G3V4 and later) . 1-27 Converse Vector Command (G3V2 and later) 1-27 Go To Vector . 1-27 Outbound Call Management (OCM) . 1-28 Redirection on No Answer (G3V2 and later) . 1-28 Skill State .
Page 7 CentreVu® CMS R3V8 Database Items and Calculations ACDTIME 2-18 ACTIVECALLS (real-time) . 2-18 ACWINCALLS . 2-19 ACWINTIME 2-19 ACWOUTADJ- CALLS . 2-20 ACWOUTCALLS . 2-20 ACWOUTOFF-CALLS 2-21 ACWOUTOFF-TIME . 2-21 ACWOUTTIME . 2-22 ACWTIME . 2-22 ADJATTEMPTS 2-23 ADJROUTED . 2-24 ADJUNCTOUT (real-time) .
Page 8 CentreVu® CMS R3V8 Database Items and Calculations viii AVGAGSERV . 2-36 AVGSPEEDANS . 2-37 AWORKMODE (real-time) . 2-37 BACKUPCALLS . 2-37 BH_ABNCALLS (daily only) . 2-39 BH_ACDCALLS . 2-40 BH_ACDTIME . 2-40 BH_ALLINUSE-TIME . 2-40 BH_BUSYCALLS . 2-41 BH_DISCCALLS . 2-41 BH_INCALLS .
Page 9 CentreVu® CMS R3V8 Database Items and Calculations DA_ACWOTIME . 2-56 DA_ACWTIME . 2-57 DA_ANSTIME . 2-57 DA_INACW (real-time) . 2-57 DA_INQUEUE (real-time) . 2-58 DA_INRING (real-time) . 2-58 DA_OLDEST-CALL (real-time) 2-59 DA_ONACD (real-time) . 2-59 DA_OTHER-CALLS . 2-60 DA_OTHERTIME . 2-60 DA_QUEUED .
Page 10 CentreVu® CMS R3V8 Database Items and Calculations EXTENSION 2-74 EXTN . 2-74 EXTYPE . 2-75 FAGINRING (real-time) . 2-78 FAVAILABLE (real-time) . 2-79 FAILURES . 2-79 FCALLS . 2-79 FINACW (real-time) . 2-80 FINAUX . 2-80 FIRSTVDN . 2-80 FIRSTVECTOR. 2-80 FMETHOD .
Page 11 CentreVu® CMS R3V8 Database Items and Calculations GNSKILL (real-time) . 2-87 GNSTAFFED (real-time) . 2-88 GOTOCALLS . 2-88 GOTOTIME . 2-88 HDATE1-4 . 2-88 HELD . 2-89 HIGHCALLS 2-89 HOLDABN . 2-89 HOLDABN-CALLS 2-90 HOLDACD-CALLS 2-90 HOLDACDTIME 2-91 HOLDCALLS . 2-91 HOLDTIME .
Page 12 CentreVu® CMS R3V8 Database Items and Calculations INCALLS . 2-107 INCOMPLETE . . 2-108 INFLAG . . 2-110 INFLOWCALLS . 2-110 INPROGRESS (real-time) . . 2-111 INQUEUE (real-time) . . 2-112 INRING (real-time) . 2-112 INTERFLOW-CALLS . . 2-113 INTIME . .
Page 13 CentreVu® CMS R3V8 Database Items and Calculations xiii NOANSREDIR . . 2-128 NUMAGREQ . 2-129 NUMINUSE (real-time) . . 2-129 NUMTGS . 2-130 NUMVDNS . . 2-130 O_ABNCALLS . . 2-130 O_ACDCALLS . . 2-131 O_ACDTIME . 2-131 O_ACWTIME . .
Page 14 CentreVu® CMS R3V8 Database Items and Calculations PREFERENCE . . 2-147 PRIORITY (real-time) . . 2-148 PRIORITY2-3 (real-time) . . 2-148 QUECOUNT (real-time) . . 2-149 QUETYPE (real-time) . . 2-149 QUETYPE2-3 (real-time) . . 2-149 R1AGINRING (real-time) . . 2-150 R1AVAILABLE (real-time) .
Page 15 CentreVu® CMS R3V8 Database Items and Calculations SEGSTART . . 2-161 SEGSTOP . . 2-161 SERVICELEVEL . . 2-162 SERVLEVELP . . 2-162 SERVLEVELT . . 2-162 SETUPTIME . 2-163 SHORTCALLS . . 2-163 SKILL1-3 . 2-164 SKILLACWTIME-1-3 . . 2-164 SKILLCALLS1-3 .
Page 16 CentreVu® CMS R3V8 Database Items and Calculations TINAUX1-9 (real-time) . . 2-180 TKGRP . . 2-180 TKSTATE (real-time) . . 2-181 TONACD (real-time) . . 2-182 TONACDAUX-OUT (real-time) . . 2-182 TONACDOUT (real-time) . . 2-182 TONACWIN (real-time) . . 2-183 TONACWOUT (real-time) .
Page 17 CentreVu® CMS R3V8 Database Items and Calculations xvii Search values and calculations . 2-224 Overview . 2-224 Agent state and row search values cross-reference . . 2-224 Call disposition and row search values cross-reference . . 2-227 Calculations . . 2-228 Overview .
Page 18 CentreVu® CMS R3V8 Database Items and Calculations xviii...
Page 19: Preface
Preface CentreVu® CMS R3V8 Database Items and Calculations Preface Purpose 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.
Page 20 Preface CentreVu® CMS R3V8 Database Items and Calculations Related documents 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 Call Management System R3V8 Administration, (585-210-910) CentreVu Advocate User Guide, (585-210-927) CentreVu CMS R3V5 Custom Reports, (585-215-822)
Page 21: Introduction
Introduction CentreVu® CMS R3V8 Database Items and Calculations General Information Introduction General Information Introduction This document describes the CentreVu CMS database tables, the items in the database tables, and the standard Dictionary calculations that use the database items. This chapter is organized as follows: How Database Items and Calculations Are Presented Terminology Database Table Names...
Page 22: How Database Items And Calculations Are Presented
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented How Database Items and Calculations Are Presented Introduction This section outlines how the CentreVu CMS database items and calculations are presented later in the document. Database Items This document defines database items used in CentreVu Supervisor reports.
Page 23: Index Database Items
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented Items in Different 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 Tables the same from table to table.
Page 24: Sample Switch Cross-Reference Table
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented Call-Based Data 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.
Page 25: Calculations
Introduction CentreVu® CMS R3V8 Database Items and Calculations How Database Items and Calculations Are Presented Calculations 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.
Page 26: Terminology
Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology Terminology Database The following terms are often used in the database item descriptions. Terminology Abandoned A call in which the caller hung up before the call was Call answered or connected. Calls also can be considered abandoned if certain timers in the switch time out.
Page 27 Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology After Call Work done when the agent is not on a call. There are Work (ACW) 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...
Page 28 Introduction CentreVu® CMS R3V8 Database Items and Calculations Terminology Agent position The combination of the agent login ID and the split (no EAS) 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.
Page 29 Introduction CentreVu® CMS R3V8 Database Items and Calculations 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.
Page 30 Introduction CentreVu® CMS R3V8 Database Items and Calculations 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.
Page 31 Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-11 Terminology Secondary The second split/skill the call queues to in a VDN is Split/Skill (G3 called the secondary split/skill. Vectoring) Skill Group A group of ten skills. Each consecutive ten skills (Generic 2.2 ending with digits 0 through 9 constitute a skill tens EAS and later)
Page 32 Introduction CentreVu® CMS R3V8 Database Items and Calculations 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.
Page 33: Database Table Names
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-13 Database Table Names Database Table Names Introduction 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.
Page 34: Historical Database Tables
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-14 Database Table Names Historical The following table lists historical database tables and the data stored in them: Database Tables 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.
Page 35 Introduction CentreVu® CMS R3V8 Database Items and Calculations 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.
Page 36: Interactions With Switch Features And Tracking Of Switch Capabilities
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-16 Interactions with Switch Features and Tracking of Switch Capabilities Interactions with Switch Features and Tracking of Switch Capabilities Introduction The following features and switch capabilities have an impact on CentreVu CMS database items. Adjunct-Placed For Generic 3 switches with the ASAI feature, CentreVu CMS tracks outbound calls placed by an adjunct processor or host computer on...
Page 37: Forced Disconnect
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-17 Interactions with Switch Features and Tracking of Switch Capabilities Forced For G3V2 and later switches, a call is counted as a forced disconnect call whenever the forced disconnect vector step is executed. The call is Disconnect counted as a disconnected call even if the caller hangs up before listening to the entire announcement.
Page 38 Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-18 Interactions with Switch Features and Tracking of Switch Capabilities Data Tracking Personal Call Tracking offers the following data tracking capabilities: Capabilities Data is available for calls on hold, time for calls on hold, and calls abandoned from hold.
Page 39 Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-19 Interactions with Switch Features and Tracking of Switch Capabilities Agent holds call, Agent reconnects to Agent answers ACD call dials supervisor Agent talks to supervisor held ACD call Call ends G3 (R3V2 and I_ACDTIME I_OTHERTIME I_AUXOUTTIME...
Page 40 Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-20 Interactions with Switch Features and Tracking of Switch Capabilities Abandoned Calls 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.
Page 41: Direct Agent Calling (G3)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-21 Interactions with Switch Features and Tracking of Switch Capabilities Transferred and With Personal Call Tracking, CentreVu CMS tracks transferred and conferenced calls as follows: Conferenced Calls Transferred and conferenced calls are tracked as held calls while the call(s) wait to be transferred or added to a conference.
Page 42: Expanded Agent Capabilities (Definity Ecs R5 And Later)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-22 Interactions with Switch Features and Tracking of Switch Capabilities Expanded Agent 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, Capabilities where1 is the highest level and 16 is the lowest.
Page 43: Forced Multiple Call Handling (G3V4)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-23 Interactions with Switch Features and Tracking of Switch Capabilities Forced Multiple 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 Call Handling agent is already talking on an ACD call.
Page 44: Agents In Multiple Splits/Skills
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-24 Interactions with Switch Features and Tracking of Switch Capabilities Agents in 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 Multiple agent as a single person and to coordinate the data for that agent.
Page 45: Multiple-Split/Skill Queuing (G3)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-25 Interactions with Switch Features and Tracking of Switch Capabilities Multiple-Split/ 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 Skill Queuing (primary split/skill), CentreVu CMS counts an answer, outflow (leaves (G3)
Page 46: Best Service Routing (Definity Ecs R6)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-26 Interactions with Switch Features and Tracking of Switch Capabilities Best Service Best Service Routing (BSR) allows calls to be balanced at a single site or between multiple sites. BSR is enhanced multi-site routing that provides Routing new call vectoring functions that build upon the Look-Ahead Interflow ( DEFINITY ECS...
Page 47: Move Agent While Staffed (G3V4 And Later)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-27 Interactions with Switch Features and Tracking of Switch Capabilities Move Agent The G3V4 switch release supports moving a staffed agent between splits or changing the skill assignments for staffed agents. If the agent has any While Staffed call on the voice terminal or is in ACW, then the move cannot take place (G3V4 and later)
Page 48: Outbound Call Management (Ocm)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-28 Interactions with Switch Features and Tracking of Switch Capabilities Outbound Call 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 Management on).
Page 49: Switch Average Speed Of Answer (G3V4 And Later)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-29 Interactions with Switch Features and Tracking of Switch Capabilities Switch Average 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 Speed of Answer vector conditionals to determine where to queue calls.
Page 50: Vector Disconnect Timer (G3V2 And Later)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-30 Interactions with Switch Features and Tracking of Switch Capabilities Vector The Vector Disconnect Timer is started when a call begins vector processing and stops when the call is routed successfully. This means Disconnect that the call rings at a destination or the trunk is connected to a Timer (G3V2 and...
Page 51: Universal Call Id (Definity Ecs R6)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-31 Interactions with Switch Features and Tracking of Switch Capabilities Universal Call ID 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 ( DEFINITY ECS aggregated from multiple sources (for example, DEFINITY and Intuity Conversant ) and multiple sites.
Page 52: Location (Ecs R8 And Later)
Introduction CentreVu® CMS R3V8 Database Items and Calculations 1-32 Interactions with Switch Features and Tracking of Switch Capabilities 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.
Page 53: Database Items And Calculations
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items and Calculations Overview Purpose 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.
Page 54: General Information
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information General information Overview Purpose This section presents general information about database items. Organization The following topics are covered: “Database item types” on page 2-2 “Split/skill database items” on page 2-3 “Agent database items”...
Page 55: Split/Skill Database Items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information Split/skill database items Overview The Split/Skill database item descriptions apply to real-time and historical items. Real Time Database Real-Time split/skill database items apply to the Current Interval Split/Skill (csplit) and Previous Interval Split/Skill (psplit) tables.
Page 56: Trunk Group Database Items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information Trunk group database items Overview The Trunk Group database item descriptions apply to real-time and historical items. Real Time Database Real-Time trunk group database items apply to the Current Interval Trunk Group (ctkgrp) and Previous Interval Trunk Group (ptkgrp) tables.
Page 57: Vdn Database Items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information Historical Database Historical vector database items apply to the Intrahour Vector (hvector), Daily Vector (dvector), Weekly Vector (wvector), and Monthly Vector Items (mvector) tables, except as noted. The historical indexes are ROW_DATE and VECTOR.
Page 58: Agent Login/Logout Database Items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information Agent login/logout database items Overview 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. Agent trace database items Overview...
Page 59: Current Day Report Database Items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations General information Current day report database items Overview The Current Day Report database item descriptions (Table F) are historical items used specifically to collect values entered in the Forecast: Current Day window.
Page 60: Database Items
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations Database Items Database Items Overview Purpose This section describes database items for all tables. ABNCALLS Database tables 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.
Page 61 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 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.
Page 62: Abnquecalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-10 Database Items ABNCALLS1-10 Database tables 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).
Page 63: Abnringcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-11 Database Items ABNRINGCALLS Database tables 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.
Page 64: Abnveccalls
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 phantom- abandoned calls.
Page 65: Acceptable
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-13 Database Items ACCEPTABLE Database tables 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.
Page 66 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.
Page 67: Acd_Release
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-15 Database Items ACD_RELEASE Database tables 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.
Page 68: Acdcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-16 Database Items ACDCALLS Database tables 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.
Page 69: Acdonhold (Real-Time)
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.
Page 70: Acdtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-18 Database Items ACDTIME Database tables 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.
Page 71: Acwincalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-19 Database Items ACWINCALLS Database tables 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.
Page 72: Acwoutadj- Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-20 Database Items ACWOUTADJ- CALLS Database tables 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).
Page 73: Acwoutoff-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-21 Database Items ACWOUTOFF- CALLS Database tables 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.
Page 74: Acwouttime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-22 Database Items ACWOUTTIME Database tables 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.
Page 75: Adjattempts
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).
Page 76: Adjrouted
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-24 Database Items ADJROUTED Database tables 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.
Page 77: Agocc
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-25 Database Items AGINRING (real-time) Database tables 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).
Page 78: Agt_Released
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-26 Database Items AGT_RELEASED Database tables 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.
Page 79: Allinuse (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-27 Database Items ALLINUSE (real-time) Database tables 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).
Page 80: Ansconn-Calls1-10
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-28 Database Items ANSCONN- CALLS1-10 Database tables 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.
Page 81: Anslogin
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-29 Database Items ANSLOGIN Database tables 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.
Page 82: Anstime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-30 Database Items ANSTIME Database tables 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.
Page 83: Assist (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-31 Database Items ASSIST (real- time) Database tables 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.
Page 84: Atagent (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-32 Database Items ATAGENT (real-time) Database tables 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.
Page 85: Auxintime
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.
Page 86: Auxoutcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-34 Database Items AUXOUTCALLS Database tables 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.
Page 87: Auxoutoff-Time
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-35 Database Items AUXOUTOFF- TIME Database tables 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.
Page 88: Auxreason (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-36 Database Items AUXREASON (real-time) Database tables 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.
Page 89: Avgspeedans
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-37 Database Items AVGSPEEDANS Database tables 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...
Page 90 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”...
Page 91: Bh_Abncalls
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”...
Page 92: Bh_Acdcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-40 Database Items BH_ACDCALLS Database tables 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.
Page 93: Bh_Busycalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-41 Database Items BH_BUSYCALLS Database tables 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.
Page 94: Bh_Intime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-42 Database Items BH_INTIME Database tables 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.
Page 95: Bh_Oother-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-43 Database Items BH_OOTHER- CALLS Database tables 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.
Page 96: Bh_Outcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-44 Database Items BH_OUTCALLS Database tables 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.
Page 97: Bh_Vdncalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-45 Database Items BH_VDNCALLS Database tables 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.
Page 98: Busycalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-46 Database Items BUSYCALLS Database tables 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.
Page 99: Busytime
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. On Generic 3 switches and the ECS, BUSYCALLS can occur if a call is routed to a split/skill with coverage set to "yes"...
Page 100: Callid
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-48 Database Items CALLID Database tables 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.
Page 101: Calling_Pty
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-49 Database Items CALLING_PTY Database tables 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.
Page 102: Changed (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-50 Database Items CHANGED (real- time) Database tables 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).
Page 103: Connect-Calls
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.
Page 104: Conntalktime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-52 Database Items CONNTALKTIME Database tables The CONNTALKTIME item appears in the following database tables: VDN tables Talk time for all CONNECTCALLS, not including HOLDTIME. This is a cumulative item. CONSULTTIME Database tables The CONSULTTIME item appears in the following database tables:...
Page 105: Da_Abncalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-53 Database Items DA_ABNCALLS Database tables 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.
Page 106: Da_Acdtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-54 Database Items DA_ACDTIME Database tables 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.
Page 107: Da_Acwoadj-Calls
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.
Page 108: Da_Acwooff-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-56 Database Items DA_ACWOOFF- CALLS Database tables 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.
Page 109: Da_Acwtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-57 Database Items DA_ACWTIME Database tables 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.
Page 110: Da_Inqueue (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-58 Database Items DA_INQUEUE (real-time) Database tables 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.
Page 111: Da_Oldest-Call (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-59 Database Items DA_OLDEST- CALL (real-time) Database tables 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.
Page 112: Da_Other-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-60 Database Items DA_OTHER- CALLS Database tables 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.
Page 113: Da_Release
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-61 Database Items DA_RELEASE Database tables 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.
Page 114: Deflectcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-62 Database Items DEFLECTCALLS Database tables 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.
Page 115: Destination
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-63 Database Items DESTINATION (real-time) Database tables 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.
Page 116: Digits_Dialed
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-64 Database Items DIGITS_DIALED Database tables 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.
Page 117: Disccalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-65 Database Items DISCCALLS Database tables 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.
Page 118: Disctime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-66 Database Items DISCTIME Database tables 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.
Page 119: Disposition
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-67 Database Items DISPOSITION Database tables 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)
Page 120: Disppriority
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-68 Database Items DISPPRIORITY Database tables 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).
Page 121: Disptime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-69 Database Items DISPTIME Database tables 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.
Page 122: Eqloc
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).
Page 123: Event1-9
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-71 Database Items EVENT1-9 Database tables 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.
Page 124: Ewthigh (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-72 Database Items EWTHIGH (real-time) Database tables 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.
Page 125: Ewtmedium (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-73 Database Items EWTMEDIUM (real-time) Database tables 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.
Page 126: Ext_Call
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-74 Database Items EXT_CALL_ ORIG Database tables 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.
Page 127: Extype
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-75 Database Items EXTYPE Database tables 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...
Page 128 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...
Page 129 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)
Page 130: Faginring (Real-Time)
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...
Page 131: Favailable (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-79 Database Items FAVAILABLE (real-time) Database tables 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.
Page 132: Finacw (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-80 Database Items FINACW (real-time) Database tables 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.
Page 133: Fmethod
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-81 Database Items FMETHOD Database tables 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.
Page 134: Gnaginring (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-82 Database Items GNAGINRING (real-time) Database tables 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.
Page 135: Gninaux (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-83 Database Items GNINAUX (real-time) Database tables 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.
Page 136: Gnonacd (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-84 Database Items GNONACD (real-time) Database tables 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.
Page 137: Gnonacwin (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-85 Database Items GNONACWIN (real-time) Database tables 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.
Page 138: Gnonauxout (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-86 Database Items GNONAUXOUT (real-time) Database tables 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.
Page 139: Gnother (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-87 Database Items GNOTHER (real-time) Database tables 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.
Page 140: Gnstaffed (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-88 Database Items GNSTAFFED (real-time) Database tables 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.
Page 141: Held
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-89 Database Items HELD Database tables 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.
Page 142: Holdabn-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-90 Database Items HOLDABN- CALLS Database tables 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.
Page 143: Holdacdtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-91 Database Items HOLDACDTIME Database tables 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.
Page 144: Holdtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-92 Database Items HOLDTIME Database tables 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.
Page 145: I_Acdaux
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-93 Database Items I_ACDAUX_ OUTTIME Database tables 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.
Page 146: I_Acdtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-94 Database Items I_ACDTIME Database tables 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.
Page 147: I_Acwouttime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-95 Database Items I_ACWOUTTIME Database tables 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.
Page 148: I_Arrived
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-96 Database Items I_ARRIVED Database tables 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. I_AUXINTIME Database tables The I_AUXINTIME item appears in the following database tables:...
Page 149: I_Auxouttime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-97 Database Items I_AUXOUTTIME Database tables 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.
Page 150: I_Auxtime0
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-98 Database Items I_AUXTIME0 Database tables 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.
Page 151: I_Da_Acdtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-99 Database Items I_DA_ACDTIME Database tables 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.
Page 152: I_Inocc
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-100 Database Items I_INOCC Database tables 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.
Page 153: I_Ol2Time
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-101 Database Items I_OL2TIME Database tables 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.
Page 154: I_Outocc
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.
Page 155: I_Ringtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-103 Database Items I_RINGTIME Database tables 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.
Page 156: I_Tauxtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-104 Database Items I_TAUXTIME Database tables 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.
Page 157: Iln
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-105 Database Items Database tables 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.
Page 158: Inaux0 (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-106 Database Items INAUX0 (real-time) Database tables 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.
Page 159: Incalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-107 Database Items INCALLS Database tables 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.
Page 160: Incomplete
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-108 Database Items INCOMPLETE Database tables The INCOMPLETE item appears in the following database tables: Split/skill tables 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 switches), protocol failures with data...
Page 161 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.
Page 162: Inflag
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...
Page 163: (Real-Time)
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 non- primary 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.
Page 164: Inqueue (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-112 Database Items INQUEUE (real-time) Database tables 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.
Page 165: Interflow-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-113 Database Items INTERFLOW- CALLS Database tables 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.
Page 166: Intrvl
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).
Page 167: (Real-Time)
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’’...
Page 168: Itn (Index)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-116 Database Items ITN (index) Database tables 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 The KEYBD_DIALED item appears in the following database tables:...
Page 169: Lastobserver
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-117 Database Items LASTOBSERVER Database tables 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...
Page 170: Logid
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 –...
Page 171: Login
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.
Page 172: (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-120 Database Items LOGONSKILL2- (real-time) Database tables 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.
Page 173: Logout_Date
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-121 Database Items LOGOUT_DATE Database tables 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;...
Page 174: Lookflow-Calls
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.
Page 175: Malicious (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-123 Database Items MALICIOUS (real-time) Database tables 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.
Page 176: Maxstaffed
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 (non- ACD calls), abandoning, being redirected, receiving a busy signal or being disconnected.
Page 177: Maxwaiting
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-125 Database Items MAXWAITING Database tables 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.
Page 178: Mct
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-126 Database Items Database tables The MCT item appears in the following database tables: Agent trace tables The agent activated a malicious call trace. Available on Generic 3 switches. MEDCALLS Database tables The MEDCALLS item appears in the following database tables:...
Page 179: Netdisccalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-127 Database Items NETDISCCALLS Database tables 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.
Page 180: Netpolls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-128 Database Items NETPOLLS Database tables 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.
Page 181: Numagreq
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.
Page 182: Numtgs
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-130 Database Items NUMTGS Database tables 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 The NUMVDNS item appears in the following database tables:...
Page 183: O_Acdcalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-131 Database Items O_ACDCALLS Database tables 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.
Page 184: O_Acwtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-132 Database Items O_ACWTIME Database tables 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.
Page 185: Observing-Call
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-133 Database Items OBSERVING- CALL Database tables 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.
Page 186: Oldest_Log-On (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-134 Database Items OLDEST_LOG- ON (real-time) Database tables 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.
Page 187: Onacdout (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-135 Database Items ONACDOUT (real-time) Database tables 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.
Page 188: Onauxin (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-136 Database Items ONAUXIN (real-time) Database tables 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.
Page 189: Origholdtime
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.
Page 190: Origlogin
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-138 Database Items ORIGLOGIN Database tables 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.
Page 191: Othercalls
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 call- related ACW).
Page 192: Othertime
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.
Page 193: Outbound (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-141 Database Items OUTBOUND (real-time) Database tables 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.
Page 194: Outflow-Calls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-142 Database Items OUTFLOW- CALLS Database tables 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.
Page 195: Outflowtime
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.
Page 196: Outtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-144 Database Items OUTTIME Database tables 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.
Page 197: Percent (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-145 Database Items PERCENT (real-time) Database tables 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.
Page 198: Phantomabns
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.
Page 199: Position (Index)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-147 Database Items POSITION (index) Database tables 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.
Page 200: Priority (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-148 Database Items PRIORITY (real-time) Database tables 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.
Page 201: Quecount (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-149 Database Items QUECOUNT (real-time) Database tables 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.
Page 202: R1Aginring (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-150 Database Items R1AGINRING (real-time) Database tables 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.
Page 203: R1Inaux (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-151 Database Items R1INAUX (real-time) Database tables 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.
Page 204: R1Staffed (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-152 Database Items R1STAFFED (real-time) Database tables 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.
Page 205: R2Inacw (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-153 Database Items R2INACW (real-time) Database tables 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.
Page 206: R2Other (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-154 Database Items R2OTHER (real-time) Database tables 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 (0- 999).
Page 207: Reason
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-155 Database Items REASON Database tables The REASON item appears in the following database tables: Data collection exception table The reason for the interruption of data collection. The reasons may be as follows: Value = Reason 91 = Data collection started...
Page 208: Returncalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-156 Database Items RETURNCALLS Database tables The RETURNCALLS item appears in the following database tables: VDN tables Number of calls that reached this VDN via the VDN return destination feature.
Page 209: Ringtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-157 Database Items RINGTIME Database tables 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.
Page 210: Role (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-158 Database Items ROLE (real-time) Database tables 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.
Page 211 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.
Page 212: Row_Time
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-160 Database Items ROW_TIME Database tables 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.
Page 213: Segment
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-161 Database Items SEGMENT Database tables 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.
Page 214: Servicelevel
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-162 Database Items SERVICELEVEL Database tables 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).
Page 215: Setuptime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-163 Database Items SETUPTIME Database tables 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.
Page 216: Skill1-3
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-164 Database Items SKILL1-3 Database tables 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.
Page 217: Skilltype
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-165 Database Items SKILLTYPE Database tables 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.
Page 218: Sklevel
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,"...
Page 219: Skpercent
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-167 Database Items SKPERCENT Database tables 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.
Page 220: Slvlabns
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-168 Database Items SLVLABNS Database tables 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.
Page 221 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.
Page 222: Split1
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-170 Database Items SPLIT1 Database tables 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.
Page 223: Started (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-171 Database Items STARTED (real-time) Database tables 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.
Page 224: Svclevelchg
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.
Page 225: Taginring (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-173 Database Items TAGINRING (real-time) Database tables 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.
Page 226: Tda_Inacw
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-174 Database Items TDA_INACW (real-time) Database tables 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.
Page 227: Ti_Auxtime
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.
Page 228: Ti_Auxtime0
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-176 Database Items TI_AUXTIME0 Database tables 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"...
Page 229: Ti_Availtime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-177 Database Items TI_AVAILTIME Database tables 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.
Page 230: Ti_Stafftime
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-178 Database Items TI_STAFFTIME Database tables 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.
Page 231: Tinacw (Real-Time)
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.
Page 232: Tinaux0 (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-180 Database Items TINAUX0 (real-time) Database tables 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).
Page 233: Tkstate (Real-Time)
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).
Page 234: Tonacd (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-182 Database Items TONACD (real-time) Database tables 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.
Page 235: Tonacwin (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-183 Database Items TONACWIN (real-time) Database tables 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.
Page 236: Tonauxout (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-184 Database Items TONAUXOUT (real-time) Database tables 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.
Page 237: Tot_Percents
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-185 Database Items TOT_PERCENTS (real-time) Database tables 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.
Page 238: Transferred
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-186 Database Items TRANSFERRED Database tables 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.
Page 239: Trendbase
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-187 Database Items TRENDBASE Database tables The TRENDBASE item appears in the following database tables: Current day configuration tables Base date for seasonal trending. TRUNKS Database tables The TRUNKS item appears in the following tables: Trunk group tables The current number of trunks assigned to this TKGRP.
Page 240: Type (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-188 Database Items TYPE (real-time) Database tables 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.
Page 241: Vdisccalls
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-189 Database Items VDISCCALLS Database tables 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.
Page 242: Vector
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.
Page 243: Wmode_Seq
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.
Page 244: Workmode (Real-Time)
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-192 Database Items WORKMODE (real-time) Database tables 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.
Page 245: Worksklevel (Real-Time)
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.
Page 246: Wt1
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).
Page 247: Switch Cross-Reference
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-195 Switch cross-reference Switch cross-reference Overview Purpose The following tables list which database items are supported by each of the switch releases. Switch cross- reference information Split/Skill database The following table lists which Split/Skill database items are supported by each of the switch releases.
Page 248 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-196 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 ACDAUXOUTCALLS ACDCALLS ACDCALLS1-10 ACDTIME ACWINCALLS ACWINTIME ACWOUTADJCALLS ACWOUTCALLS ACWOUTOFFCALLS ACWOUTOFFTIME ACWOUTTIME ACWTIME AGINRING ANSTIME ASSISTS AUXINCALLS...
Page 249 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-197 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 CONFERENCE DA_ACWINCALLS DA_ACWINTIME DA_ACWOCALLS DA_ACWOTIME DA_INACW DA_INQUEUE DA_INRING DA_OLDESTCALL DA_ONACD DEQUECALLS DEQUETIME DISCCALLS DISCTIME EVENT1-9 EWTHIGH...
Page 250 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-198 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 GNINACW GNINAUX GNINAUX0 GNINAUX1-9 GNONACD GNONACDAUXOUT GNONACDOUT GNONACWIN GNONACWOUT GNONAUXIN GNONAUXOUT GNDA_INACW GNDA_ONACD GNOTHER GNSTAFFED HIGHCALLS...
Page 251 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-199 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 I_AUXOUTTIME I_AUXTIME I_AUXTIME0 I_AUXTIME1-9 I_AVAILTIME I_DA_ACDTIME I_DA_ACWTIME I_NORMTIME I_OL1TIME I_OL2TIME I_OTHERTIME I_RINGTIME I_STAFFTIME I_TAUXTIME I_TOTHERTIME I_TAVAILABLE...
Page 252 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-200 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 MAXOCWTIME MAXSTAFFED MAXTOP MAX_TOT_PERCENTS MEDCALLS NOANSREDIR O_ABNCALLS O_ACDCALLS O_ACDTIME O_ACWTIME O_OTHERCALLS OLDESTCALL ONACD ONACDAUXOUT ONACDOUT ONACWIN...
Page 253 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-201 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 POSITIONS R1AGINRING R1AVAILABLE R1INACW R1INAUX R1ONACD R1OTHER R1STAFFED R2AGINRING R2AVAILABLE R2INACW R2INAUX R2ONACD R2OTHER R2STAFFED RINGCALLS...
Page 254 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-202 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 TDA_INACW TDA_ONACD TINACW TINAUX TINAUX0 TINAUX1-9 TONACD TONACDAUXOUT TONACDOUT TONACWIN TONACWOUT TONAUXIN TONAUXOUT TOPCALLS TOTHER TOT_PERCENTS...
Page 255 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-203 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 ABNCALLS ABNTIME ACD_RELEASE ACDAUXOUTCALLS ACDCALLS ACDONHOLD ACDTIME ACWINCALLS ACWINTIME ACWOUTADJCALL ACWOUTCALLS ACWOUTOFFCALLS ACWOUTOFFTIME ACWOUTTIME ACWTIME AGDURATION...
Page 256 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-204 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 AUXOUTOFFTIME AUXOUTTIME AUXREASON AWORKMODE CHANGED CONFERENCE DA_ABNCALLS DA_ABNTIME DA_ACDCALLS DA_ACDTIME DA_ACWINCALLS DA_ACWINTIME DA_ACWOADJCALLS DA_ACWOCALLS DA_ACWOOFFCALLS DA_ACWOOFFTIME...
Page 257 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-205 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 DURATION EVENT1-9 EXTENSION GNSKILL HOLDABNCALLS HOLDACDTIME HOLDCALLS HOLDTIME I_ACDAUXINTIME I_ACDAUX_OUTTIME I_ACDOTHERTIME I_ACDTIME I_ACWINTIME I_ACWOUTTIME I_ACWTIME I_AUXINTIME...
Page 258 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-206 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 LOGID LOGONSKILL LOGONSKILL2-4 LOGONSKILL5 LOGONSKILL6-20 LOGONSTART MALICIOUS MOVEPENDING NOANSREDIR O_ACDCALLS O_ACDTIME O_ACWTIME OLDEST_LOGON ONHOLD ORIGIN PENDINGSPLIT...
Page 259 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-207 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 SKILLTYPE For ECS R5, these items are populated with "p" for skill level 1, "s" for skill level 2, and "blank"...
Page 260 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-208 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 WORKMODE WORKSKLEVEL WORKSKILL WORKSPLIT WORKSPLIT2-3 WORKSPLIT4 WORKSPLIT5 WORKSPLIT6-20 Trunk group database The following table lists the Trunk Group database items are supported by each of the switch releases: items G3V2/...
Page 261 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-209 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 BH_INCALLS BH_INTIME BH_OABNCALLS BH_OACDCALLS BH_OOTHERCALLS BH_OTHERCALLS BH_OUTCALLS BH_OUTTIME BH_STARTTIME BACKUPCALLS BLOCKAGE BUSYCALLS COMPLETED CONNECTCALLS DISCCALLS EQLOC...
Page 262 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-210 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 O_ABNCALLS O_ACDCALLS O_OTHERCALLS OTHERCALLS OUTBOUND OUTCALLS OUTTIME ROW_DATE SETUPTIME SHORTCALLS SPLIT STARTTIME TKGRP TRANSFERRED TRUNKS VECTOR...
Page 263 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-211 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 EQLOC (8 char) EXTENSION FAILURES I_INOCC I_OUTOCC INCALLS INCOMPLETE INTIME INTRVL LOC_ID LOGID MBUSYTIME O_ABNCALLS O_ACDCALLS...
Page 264 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-212 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 SPLIT2-3 STARTED STARTTIME TKGRP TKSTATE VECTOR Vector Database items The following table lists which Vector database items are supported by each of the switch releases: G3V2/ Database Item...
Page 265 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-213 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 INCALLS INCOMPLETE INFLOWCALLS INPROGRESS INQUEUE INRING INTERFLOWCALLS INTIME INTRVL LOOKATTEMPTS LOOKFLOWCALLS NETDISCCALLS NETPOLLS NUMVDNS OTHERCALLS OTHERTIME...
Page 266 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-214 Switch cross-reference VDN Database items The following table lists which VDN database items are supported by each of the switch releases: G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3...
Page 267 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-215 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 BSRPLAN BUSYCALLS BUSYTIME CONNECTCALLS CONNECTTIME CONNTALKTIME DEFLECTCALLS DISCCALLS DISCTIME HOLDABNCALLS HOLDACDCALLS HOLDACDTIME HOLDCALLS HOLDTIME I_ARRIVED INCALLS...
Page 268 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-216 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 MAXOCWTIME MAXWAITING NETDISCCALLS NETINCALLS NETINTIME NETPOLLS NOANSREDIR NUMTGS OLDESTCALL OTHERCALLS OTHERTIME OUTFLOWCALLS OUTFLOWTIME PERIOD1-9 PERIODCHG PHANTOMABNS...
Page 269 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-217 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 SVCLEVELCHG TRANSFERRED VDISCCALLS VECTOR Call work codes The following table lists the Call Work Codes database items and the switches each item applies to: database items G3V2/...
Page 270 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-218 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 LOGIN LOGONSKILL2-4 X (EAS) X (EAS) X (EAS) X (EAS) X (EAS) X (EAS) LOGONSKILL5 X (EAS) X (EAS)
Page 271 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-219 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 CALLING_II CALLING_PTY CONFERENCE DIGITS_DIALED DIRECTION DURATION EVENT_TIME EXT_CALL_ORIG KEYBD_DIALED LOC_ID LOGID (index) LOGOUTREASON RECONNECT ROW_DATE SPLIT...
Page 272 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-220 Switch cross-reference Current day The following table lists which Current Day Configuration database items are supported by each of the switch releases: configuration database items G3V2/ Database Item G3V4 ECS R5 ECS R6...
Page 273 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-221 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 NUMAGREQ RAGOCC RAVGSPEEDANS ROW_DATE RSERVLEVELP SERVLEVELP SERVLEVELT SPLIT STARTTIME Call record database The following table lists which Call Record database items are supported by each of the switch releases: items G3V2/...
Page 274 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-222 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 DA_QUEUED DIALED_NUM DISPIVECTOR DISPOSITION DISPPRIORITY DISPSKLEVEL X (EAS) X (EAS) X (EAS) X (EAS) DISPSPLIT DISPTIME DISPVDN...
Page 275 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-223 Switch cross-reference G3V2/ Database Item G3V4 ECS R5 ECS R6 ECS R7 ECS R8 G3V3 ROW_TIME SEGMENT SEGSTART SEGSTOP SEQNUM SPLIT1 SPLIT2 SPLIT3 TALKTIME TKGRP TRANSFERRED UCID...
Page 276: Search Values And Calculations
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-224 Search values and calculations Search values and calculations Overview Purpose This section presents database search values and calculations. Organization Agent State and Row Search Values Cross-Reference Call Disposition and Row Search Values Cross-Reference Standard Dictionary Calculations Reports-specific Calculations Agent state and...
Page 277 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-225 Search values and calculations Values for Row Status Database Items State Names Search AG_PREF NEED ALL_BUSY PER_CHG SLVL_CHG TKSTATE UNKNOWN IDLE SEIZED QUEUED CONN DABN MBUSY FBUSY FDISC HOLD RINGING TK_DIR...
Page 278 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-226 Search values and calculations Values for Row Status Database Items State Names Search WORKMODE UNKNOWN UNSTAF AVAIL DACD DACW OTHER RING LOGON LOGOFF TRACE ON TRACE OFF...
Page 279: Call Disposition And Row Search Values Cross-Reference
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-227 Search values and calculations Call disposition and row search values cross- reference Call disposition and Use the following table to identify how CentreVu CMS stores Call Disposition and the applicable row search values: row search table of values Values for...
Page 280: Overview
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-228 Calculations Calculations Overview Purpose 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.
Page 281 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 + Average time for off- AUXOUTOFFTIME) / switch calls while in sum(ACWOUTOFFCALLS + ACW or AUX.
Page 282 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-230 Calculations Calculation Name Calculation Description AVG_HOLD_TIME_SUM sum(HOLDTIME) / Total average hold sum(HOLDCALLS) time. AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) / The average inbound (TOTAL_ACDCALLS - ACD time. O_ACDCALLS) AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) / The average inbound INBOUND_ACDCALLS ACW time.
Page 283 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 + Extension out calls AUXOUTTIME) / total average talk sum(ACWOUTCALLS + time AUXOUTCALLS) AVG_TOP_STAFF_SUM sum(TOT_I_ACDACW_SUM + Average positions TOT_I_ACDHOLD_SUM + staffed for EAS, TOP_AVAUXTIME_SUM)/sum(INTR summed over all VL*60)
Page 284 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.
Page 285 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 + Time on outgoing I_AUXOUTTIME) extension calls. FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex agents on ACD calls, ringing, or in ACW for...
Page 286 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) / Percentage of time I_STAFFTIME) agents spend on split/skill ACD calls...
Page 287 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 Percent of time all m(TRUNKS) 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) / Total percentage time...
Page 288 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) / Percent of time all (avg(m_secs.SECSPERMN) * trunks were sum(TRUNKS))) maintenance busy during the month. PERCENT_MBUSY_SUM_W 100 * (sum(MBUSYTIME) / Percent of time all (avg(w_secs.SECSPERWK) * trunks were...
Page 289 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-237 Calculations Calculation Name Calculation Description R1ACTIVE_AGT R1AGINRING + R1ONACD + The number of R1INACW reserve1 agents on ACD calls, ringing, or in ACW for this skill. R2ACTIVE_AGT R2AGINRING + R2ONACD + The number of R2INACW reserve2 agents on...
Page 290 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 + Subcalculation that I_ACDAUXINTIME + supports the new I_ACDAUX_OUTTIME) AVG_TOP_STAFF_S UM calculation. Sum of the time agents spent with ACD calls on hold.
Page 291: Reports-Specific Calculations
Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-239 Calculations Reports-specific Calculations Overview 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.
Page 292 Database Items and Calculations CentreVu® CMS R3V8 Database Items and Calculations 2-240 Calculations Calculation Database Calculation Description Name Table % Busy 100 * BUSYCALLS / INCALLS The number of the total hvdn, mvdn, calls to a VDN that were wvdn busy, expressed as a percentage.
Page 293 Index CentreVu® CMS R3V8 Database Items and Calculations IN-1 Index Symbols Agent Position, No EAS ....1-8 Agent Role ....1-32 Agent State and Row Search Values Cross-Reference % Aban .
Page 294 Index CentreVu® CMS R3V8 Database Items and Calculations IN-2 AVG_CONNECT_TIME_SUM ..2-229 BH_STARTTIME ....2-44 AVG_DEQUE_ACD_TIME .
Page 295 Index CentreVu® CMS R3V8 Database Items and Calculations IN-3 DA_ACWINCALLS ....2-54 DA_ACWINTIME ....2-54 DA_ACWOADJCALLS .
Page 296 Index CentreVu® CMS R3V8 Database Items and Calculations IN-4 INAUX (real-time) ....2-105 INAUX0 ..... 2-106 INAUX1-9 .
Page 297 Index CentreVu® CMS R3V8 Database Items and Calculations IN-5 MAXINQUEUE ....2-123 OTHER (real-time) ....2-138 MAXOCWTIME .
Page 298 Index CentreVu® CMS R3V8 Database Items and Calculations IN-6 Phantom Abandon Calls ... . . 1-20 RINGTIME....2-157 PHANTOMABNS .
Page 299 Index CentreVu® CMS R3V8 Database Items and Calculations IN-7 Tracking of Times/Duration ... . 1-29 Transfer Tracking ....1-23 TRANSFERRED .
Page 300 Index CentreVu® CMS R3V8 Database Items and Calculations IN-8...
Page 301 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.

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