Lucent Technologies CentreVu Release 3 Version 8 Database Items and Calculations User Manual page 285

Database Items and Calculations
Calculations
Calculation Name
EXT_IN_TIME
EXT_OUT_TIME
FACTIVE_AG
FTE_AGENTS
FTEA_AVAUX
I_SUM_TIME
INBOUND_ACDCALLS
INT_AUXTIME
INTRVL_END_TIME
MAIN_ACD_CALLS
MAX_DEDICATED_AGT
CentreVu® CMS R3V8 Database Items and Calculations
Calculation
(I_ACWINTIME + I_AUXINTIME)
(I_ACWOUTTIME +
I_AUXOUTTIME)
FAGINRING + FONACD + FINACW
TOT_PERCENTS / 100
(I_AVAILTIME + I_AUXTIME) *
(MAX_FTE_AGENTS) /
MAXSTAFFED
I_ACDTIME + I_ACWTIME +
I_OTHERTIME + I_RINGTIME +
I_DA_ACDTIME + I_ DA_ACWTIME
(sum (TOTAL_ACDCALLS -
O_ACDCALLS))
I_STAFFTIME - I_AVAILTIME -
I_ACDTIME - I_ACWTIME -
I_OTHERTIME - I_RINGTIME -
I_DA_ACDTIME - I_DA_ACWTIME
STARTTIME + INTERVL
sum(ACDCALLS) - sum
(BACKUPCALLS)
(MAX_FTE_AGENTS) + MAXTOP
2-233
Description
Time on incoming
extension calls.
Time on outgoing
extension calls.
The number of flex
agents on ACD calls,
ringing, or in ACW for
this skill.
The number of full-
time equivalent
agents staffed for this
skill.
The proportion of
non-ACD time for this
skill for percent
allocated (PCNT)
agents.
Intermediate time
used to calculate
INT_AUXTIME.
Total inbound ACD
calls.
Agent time in AUX
work in a single
split/skill.
Time of the end of an
interval.
Calls answered for
main split/skill.
The maximum agents
(top agents plus full-
time equivalent
agents) considered
dedicated to this skill.